Description The Service Desk Analyst has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users in a 24x7 capacity around the globe, with majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues.

Experience:

1-2 years of helpdesk / call center experience 1-2 years of experience working with "help desk ticketing tools" i.e. Service Now, Ivanti Experience supporting Work from Home end-users Experience working remotely yet as a team member

Skills:

Ability to troubleshoot common Windows related issues Working knowledge of Active Directory Working knowledge of Domain hierarchy Working knowledge of Microsoft Windows OS Microsoft Office Products including: Word, Excel, Outlook, PowerPoint, Teams Troubleshooting VPN Clients Strong written and oral communication Ability to learn and troubleshoot custom applications Ability to search knowledge documentation and past tickets for solutions

Non-Technical Requirements:

Great "people skills" with demonstrated ability to communicate with a wide verity of end users including many that have little or no "technical" skills. The ability to listen to the end user and understand their needs and perspectives. Sense of urgency in supporting the end user - returning the ability for them to perform their job.

Hardware:

The successful candidate will be working remotely as part of a larger team. While the Client will provide a company laptop, there are some physical needs that the candidate will need to provide. Secure/quiet location to work Personal high speed internet connection (no hot spots or public internet locations) Cell phone with good reception Speakers/Mic to ensure quality audio during conversations, a USB headset will also be provided. Monday-Friday 7am - 4pm Monday-Friday 8am-5pm Monday-Thursday, In-Office Required Skills call center customer service, call center operations, phone support Top Skills Details call center customer service,call center operations,phone support Additional Skills & Qualifications Service Desk experience