[Remote] Associate Analyst, Service Desk

Note: The job is a remote job and is open to candidates in USA. Opensity Solutions is dedicated to providing modernized technology platforms and support for their clients. They are seeking a Service Desk Analyst to deliver technical support and customer service in a fast-paced environment, while collaborating with a world-class Service Desk team.

Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues
• Provide over-the-phone, email, and chat support
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue
• Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members
• Maintain a regular and reliable level of attendance

Skills

• High School Diploma or equivalent
• Strong verbal, written, and typing skills
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst's success
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment
• Ability to act independently and make decisions within the scope of the position's responsibilities
• Always display the utmost professionalism with team members as well as end-users
• Ability to function well in a high-paced and at times stressful environment
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research
• Prolonged periods of sitting at a desk and working on a computer
• Will require Intune 'Mobile Device Management' software installed on a personal device(s)
• 2nd and 3rd shift preferred

Benefits

• We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.
• Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract.
• This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.

Company Overview