IronOrbit · 1 day ago
Service Desk Analyst - 100% Remote
United States
Full-time
Remote
Mid Level
$23/hr - $28/hr
3+ years exp
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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
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Required
2+ years’ experience in a structured IT Support environment (10+ team)
3+ years’ experience in Customer Service roles, can be outside of IT
Associate’s degree and 1+ CompTIA certifications a must
Expert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc.
Experience with remote support tools and network diagnostic tools
STRONG ability to multi task and thrive in a fast paced environment
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
Company
IronOrbit
IronOrbit hosted desktop and managed IT services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ayman Ayoub
Chief Commercial Officer (CCO)
Recent News
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