Service Desk Analyst
Shield
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Salary
💰 $23 - $28 per hour
About the role
- 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
Requirements
- 2+ years’ experience in a structured IT Support environment (10+ team)
- 3+ years’ experience in Customer Service roles, can be outside of IT
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportnetworkingcomputingperipheralsbusiness applicationsremote support toolsnetwork diagnostic toolsKPI managementITILticketing systems
Soft Skills
verbal communicationwritten communicationmulti-taskingorganizational skillsability to work under pressurecustomer serviceproblem-solvingprioritizationteam collaborationadaptability
Certifications
CompTIA certification