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IronOrbit · 9 hours ago

Service Desk Analyst

United States

Full-time

Remote

Entry, Mid Level

$23/hr - $28/hr

2+ years exp

IronOrbit is a company specializing in managed services, and they are seeking a Service Desk Analyst to investigate client issues and provide technical support. The role requires maintaining client communication while resolving level 1 issues in a remote environment.

Cyber SecurityInformation TechnologySecuritySoftwareTelecommunicationsVirtual Reality

Responsibilities

Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistently

Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately

Assist clients’ requests and deliver basic/advance technical support

Provide friendly and helpful customer service as a first point of contact

Must have excellent verbal/written communication skills, as well as the ability to multi-task

Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix

Ability to meet individual KPI’s such as a 15-minute average talk time, tickets closed, utilization, and first call resolution

Other duties as assigned by management

Qualification

CompTIA certificationsIT Support experienceCustomer Service experienceNetworking knowledgeRemote support toolsMulti-taskingVerbal communicationWritten communicationOrganizational skills