DYOPATH

Service Desk Analyst, Level 1

DYOPATH

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $20 per hour

Job Level

Junior

About the role

  • Respond to incoming phone calls, emails, and chat messages from customers or employees seeking technical support.
  • Log all service desk interactions in the ticketing system and escalate issues to the appropriate team or individual.
  • Provide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems.
  • Resolve technical issues when possible and escalate to appropriate support teams when necessary.
  • Ensure timely and accurate resolution of all service desk issues.
  • Conduct follow-up activities with customers or employees to ensure satisfaction with the service provided.
  • Continuously improve technical skills and knowledge through training, certification, and self-directed learning.
  • Participate in special projects as assigned.

Requirements

  • 1-2 years of experience in a technical support role, preferably in a service desk environment.
  • Strong customer service skills, with the ability to communicate technical information to non-technical users.
  • Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting.
  • Knowledge of ITIL or similar service management frameworks a plus.
  • Ability to work independently and as part of a team, with a focus on delivering exceptional customer service.
  • Excellent problem-solving and analytical skills.
  • Ability to manage multiple tasks simultaneously and prioritize workload effectively.