[Remote] Service Desk Analyst I (Shift Sat-Wed 4pm-1am EST), Req#1299
Note: The job is a remote job and is open to candidates in USA. ePlus inc. is a technology company that values collaboration and innovation, and they are seeking a Service Desk Analyst I. In this role, you will provide Level 1 technical assistance to customers by answering support calls and responding to emails, ensuring timely problem resolution and excellent customer service.
Responsibilities
- Provide excellent customer service to our customers, at all times
- Respond to customer inquiries in person, electronically and via phone
- Troubleshoot, problem solve and resolve customer issues
- Document, track and monitor problems to ensure resolution in a timely manner
- Work in a team environment and participate positively with the team
- Update customers when issues are resolved
- Update relevant issue tracking systems appropriately
- Mentor and/or train Service Desk Analyst’s
Skills
- High School diploma required
- Working knowledge of fundamental operations of relevant software, hardware and other equipment
- Knowledge of relevant call tracking applications; ServiceNow experience a plus
- One year of Customer Service experience required
- Strong verbal communication skills
- Strong written communication skills
- Must be motivated towards constantly improving their technical skills
- Knowledgeable in use of MS Excel, Word, Outlook
- Any one of the following: Two years of Service Desk / Help Desk experience, An associate degree (minimum), Any relevant IT certification
Benefits
- Commissions and discretionary bonuses
- Full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered
Company Overview