[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. Zones, LLC is a Global Solution Provider of end-to-end IT solutions, specializing in various IT services. They are seeking a Service Desk Analyst to manage client interactions, troubleshoot issues, and ensure high customer satisfaction through effective service delivery.

Responsibilities

• Client Interaction: Respond to incoming service requests via phone, email, and chat in a professional and courteous manner
• Incident Management: Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation
• Troubleshooting: Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions
• Escalation: Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication
• Knowledge Base: Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team
• Customer Service: Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction
• Follow-Up: Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience
• Documentation: Document solutions and procedures for future reference and improve operational processes
• Compliance: Adhere to company policies and procedures, including data protection and security guidelines

Skills

• High school diploma or equivalent
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus
• Previous experience in a customer service role, call center work environment, or technical support position is preferred
• Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
• Demonstrated ability to troubleshoot and resolve technical issues effectively
• Commitment to providing excellent customer service and maintaining positive client relationships
• Ability to work well in a team environment and collaborate with colleagues and other departments

Benefits

• Comprehensive benefits package that includes medical coverage
• State-mandated sick leave
• Other benefits designed to support your well-being and work-life balance

Company Overview