Service Desk Analyst I
About The Position
As a Service Desk Analyst I, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 1 technical assistance directly to the ePlus customer base. You will provide accurate and efficient problem diagnosis, description and tracking through resolution. For remote/hybrid positions: an essential function of this position is that you be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners; this position also requires that you maintain reliable high speed internet access (currently defined as upload/download speeds of at least 50 Mbps download / 15 Mbps upload) and reliable cell phone service. YOUR IMPACT The essential functions of this position include:
Requirements
- High School diploma required
- Working knowledge of fundamental operations of relevant software, hardware and other equipment
- Knowledge of relevant call tracking applications; ServiceNow experience a plus
- One year of Customer Service experience required
- Strong verbal communication skills
- Strong written communication skills
- Must be motivated towards constantly improving their technical skills
- Knowledgeable in use of MS Excel, Word, Outlook
- Two years of Service Desk / Help Desk experience
- An associate degree (minimum)
- Any relevant IT certification
Responsibilities
- Provide excellent customer service to our customers, at all times
- Respond to customer inquiries in person, electronically and via phone
- Troubleshoot, problem solve and resolve customer issues
- Document, track and monitor problems to ensure resolution in a timely manner
- Work in a team environment and participate positively with the team
- Update customers when issues are resolved
- Update relevant issue tracking systems appropriately
- Mentor and/or train Service Desk Analyst's
Benefits
- ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Professional, Scientific, and Technical Services
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
