Job DescriptionAs a Service Desk Analyst, you are responsible for investigating the client’s issues by analyzing the symptoms, finding the root cause, resolving level 1 issues, while maintaining client communications through the process. Having a friendly, professional attitude is a must! Work from home the role must be able to work independently with direction and guidance from your team leads and manager.There are two shifts available for this role: Monday - Friday, 11AM-8PM EST; Monday - Friday, 9AM - 6PM EST.Key ResponsibilitiesAnswering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistentlyIdentify clients, collecting relevant information concerning requests and issues and create support tickets accuratelyAssist clients’ requests and deliver basic/advance technical supportProvide friendly and helpful customer service as a first point of contactMust have excellent verbal/written communication skills, as well as the ability to multi-taskAbility to work under pressure, organize and prioritize tasks based on ITIL priority matrixAbility to meet individual KPI’s such as a 15-minute average talk time, tickets closed, utilization, and first call resolutionOther duties as assigned by managementSkills, Knowledge & Expertise2+ years’ experience in a structured IT Support environment (10+ team)3+ years’ experience in Customer Service roles, can be outside of IT1+ CompTIA certifications a mustExpert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc.Experience with remote support tools and network diagnostic toolsSTRONG ability to multi task and thrive in a fast paced environmentAbout IronOrbitAt IronOrbit, we're more than just a technology company - we're a fully integrated Information & Communications Technology partner. As a Specialized Cloud Services Leader, we're dedicated to helping businesses across major industries and verticals plan, deploy, and fuel their digital transformations. IronOrbit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. IronOrbit is committed to a diverse and inclusive workplace.
