[Remote] Service Desk Analyst Level 1
Note: The job is a remote job and is open to candidates in USA. Pomeroy is seeking a Service Desk Analyst Level 1 to provide first line support for clients. The role involves documenting and resolving technical issues related to hardware, software, and network, while delivering exceptional customer service and following standard processes.
Responsibilities
- Provide exceptional and professional customer service to our clients
- Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool
- Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
- Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
- As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
- Collaborate effectively with other service desk team members
- Participate in ongoing training for service desk operations
- Work on projects or tasks assigned by leadership
Skills
- High school diploma or G.E.D
- One or more years of technical training in computer support preferred
- Two or more years of technical or customer support experience
- Experience working with company products and operating systems
- Experience with solving computer related problems
- Experience working with company escalation policy
- Interpersonal skills to interact with customers and team members
- Good communication skills
- Organization skills to balance and prioritize work
- Analytical and problem-solving skills
- Ability to work in a remote team environment
- Access to high-speed internet with a minimum 15 Mbps download speed and minimum 15 Mbps upload speed
- A dedicated work area that is free from distraction and allows security for customer/client information
- Use of Pomeroy/client issued desktops/laptops only. Personally owned peripheral devices (monitors, keyboards, mouse, etc.) may be used, providing they are compatible with Pomeroy's equipment
Company Overview
Company H1B Sponsorship