Service Desk Analyst
Orion Innovation
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Serve as front-line, level 1 IT support for the client enterprise.
- Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues.
- Provide support and customer service to users, promote and/or escalate problem, incident, and request action items.
- Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.
- Manage level 1 and 1 1/2 service Incidents/requests from report to resolution.
- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA).
Requirements
- Baccalaureate Degree in relevant field from an accredited college or university.
- One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination.
- Familiarity with EDP applications and data processing programs.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT supportincident managementrequest managementdata processingservice level agreements
Soft Skills
customer serviceproblem solvingcommunicationescalation management