Apolis · 18 hours ago
Service Desk Analyst with ServiceNow and Networking exp
Austin, TX
Full-time
Onsite
Entry Level
$0/hr - $20/hr
1+ years expApolis is a company seeking a Service Desk Analyst to provide technical support for computer-related issues. The role involves assisting customers with technical problems, communicating effectively, and ensuring inquiries are resolved within the agreed timeframe.
ConsultingEnterprise ApplicationsEnterprise Resource Planning (ERP)Information TechnologyIT InfrastructureIT ManagementMobileSoftwareWeb Hosting
Responsibilities
Provide technical support to users for moderately complex computer related technical problems
Communicate technical issues over the phone to a variety of customers
Answer service desk telephones
Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems
Resolve or refer highly complex technical problems as appropriate
Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
Log and track inquiries using an incident management database and maintains history records and related problem documentation
Identify customer problems and complaints to ensure that inquiries are successfully resolved
Assist with KPI performance and ensure the team overall hits its associated SLA targets
Excellent customer service skills and willingness to go the extra mile helping customers
Windows support
Basic networking
Excellent oral and written communication skills
High degree of responsibility, commitment and dependability
Knowledge of Office 365
1-2 years previous experience in Client Services, Customer Service, Help Desk or Technical Support role
ITSM tool usage (preferably Remedy)
Training days will be Monday – Friday from 8:30 AM – 4:30 PM
Please ensure agents arrive no earlier than 8:25 AM on Training Start Date
Candidates will not be allowed to enter the building without their badge and the person who does this arrives at 8:30 AM
Agents who miss more than 2 days of training total will be separated from the contract due to excessive attendance issues
Agents must adhere to the dress code beginning on day one
None of these positions are slated to work from home
Be able to work any shift starting at 6 AM and be available to work weekends
Additional hours will be available when business needs dictate
Qualification
Required
Provide technical support to users for moderately complex computer related technical problems
Communicate technical issues over the phone to a variety of customers
Answer service desk telephones
Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems
Resolve or refer highly complex technical problems as appropriate
Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
Log and track inquiries using an incident management database and maintains history records and related problem documentation
Identify customer problems and complaints to ensure that inquiries are successfully resolved
Assist with KPI performance and ensure the team overall hits its associated SLA targets
Excellent customer service skills and willingness to go the extra mile helping customers
Windows support
basic networking
Excellent oral and written communication skills
High degree of responsibility, commitment and dependability
Knowledge of Office 365
1-2 years previous experience in Client Services, Customer Service, Help Desk or Technical Support role
ITSM tool usage (preferably Remedy)
Be able to work any shift starting at 6 AM and be available to work weekends
Additional hours will be available when business needs dictate
Company
Apolis
Apolis is a IT consultancy that offers provides ERP solutions, hosting, assessment, web and mobile, IT staffing and IT workforce solutions.
501-1000 employees
H1B Sponsorship
Apolis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (15)
2022 (15)
2021 (12)
2020 (122)
Funding
Current Stage
Late StageLeadership Team
Amar Shokeen
President/ CEO
Rita Shokeen
COO
Company data provided by crunchbase