Service Desk Analyst

Summary

Zones, LLC is a global provider of end-to-end IT solutions and services. The company is seeking a Service Desk Analyst to respond to client service requests, document and troubleshoot technical issues, escalate complex problems, and maintain customer satisfaction while working remotely from Winston-Salem or Charlotte, North Carolina.

Responsibilities

• Client Interaction: Respond to incoming service requests via phone, email, and chat in a professional and courteous manner
• Incident Management: Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation
• Troubleshooting: Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions
• Escalation: Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication
• Knowledge Base: Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team
• Customer Service: Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction
• Follow-Up: Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience
• Documentation: Document solutions and procedures for future reference and improve operational processes
• Compliance: Adhere to company policies and procedures, including data protection and security guidelines

Skills

• High school diploma or equivalent
• Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
• Demonstrated ability to troubleshoot and resolve technical issues effectively
• Commitment to providing excellent customer service and maintaining positive client relationships
• Ability to work well in a team environment and collaborate with colleagues and other departments
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus
• Previous experience in a customer service role, call center work environment, or technical support position is preferred

Qualifications

Must Haves

• High school diploma or equivalent
• Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
• Demonstrated ability to troubleshoot and resolve technical issues effectively
• Commitment to providing excellent customer service and maintaining positive client relationships
• Ability to work well in a team environment and collaborate with colleagues and other departments

Nice to Haves

• relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus
• Previous experience in a customer service role, call center work environment, or technical support position is preferred

Benefits

• Medical coverage
• State-mandated sick leave
• 100% remote, but must reside in either Winston-Salem, NC or Charlotte, NC