IronOrbit
Verified live 2d ago
Service Desk Analyst
Brief overview
Remote
$23–$28/hrStated range
2+ yrsMinimum
CompTIA certificationNetworking and computing expertiseRemote support toolsNetwork diagnostic toolsMultitaskingVerbal and written communicationTask prioritization using ITIL frameworkKPI performance tracking
About the company
IronOrbitironorbit.com
IronOrbit hosted desktop and managed IT services.
Job description
Summary
IronOrbit is a company focused on managed services, and they are seeking a Service Desk Analyst to investigate client issues and provide technical support. The role involves maintaining client communications and delivering customer service in a remote work environment.
Responsibilities
- Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures and 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
Skills
- 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
- 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
Qualifications
Must Haves
- 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
- 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
