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K2 Services · 5 months ago

Service Desk Analyst - Remote

United States

Full-time

Remote

New Grad, Entry Level

$36K/yr - $39K/yr

K2 Services is a company in the Legal/IT sector, seeking to hire a Service Desk Analyst to support their law firm clients. The role involves providing technical support through various communication channels and requires strong customer service skills in a fast-paced environment.

ConsultingInformation Technology

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

Qualification

Technical supportCustomer serviceRemote troubleshootingMulti-taskingVerbal communicationWritten communicationTeam collaborationCritical thinking

Required

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)

Benefits

Health insurance

Matching 401k

Many more perks

Company

K2 Services

K2 Services, LLC is a leading technology-enabled services provider, specializing in IT managed services, unified support and enterprise technology platforms for the legal industry.

Founded in 1989