Help Desk Analyst, Tier 1

This is a fully remote position, open to applicants in Illinois, +4 more states.

📋 Description

• Responsible for managing both inbound and outbound communications.

• Record contact information within the appropriate ticketing systems.

• Deliver timely and accurate responses to customers.

• Assist customers in diagnosing and resolving issues.

• Effectively engage with customers at various levels of seniority.

• Act as the primary contact for troubleshooting hardware and software challenges.

• Address support requests received via phone, chat, email, and web-based platforms.

• Accurately identify issues and escalate unresolved matters to higher support tiers.

• Manage account password administration and process requests for new user accounts.

• Monitor customer issues to ensure swift service and resolution.

• Remain available and on queue to assist end users throughout designated shifts.

⛳️ Requirements

• High school diploma with at least 3 years of relevant experience.

• Must have ITIL 4 Foundations Certification or be able to acquire it within 120 days of hire.

• Excellent verbal and written communication skills.

• Proficient in computer hardware and software.

• Must be a U.S. Citizen.

• Comprehensive understanding of Service Desk operations and technical job aspects.

• Familiarity with Windows and/or Mac technical skills.

• Outstanding customer service abilities with a clear and effective communication style.

• Eagerness to learn new skills and take proactive steps to enhance performance.

• Must be adaptable and willing to work various shifts based on business requirements.

• Ability to comply with the training schedule without any absences.

🏝️ Benefits

• Health and Wellness programs.

• Income Protection.

• Paid Leave.

• Retirement.