Service Desk Analyst III

Opus • Cohoes, NY

2h • Onsite

About The Position

The Service Desk Analyst, Tier III serves as a point of contact for customers at private inspection facilities, providing support by phone, email, and in person. The role resolves technical and account-related issues efficiently, aims for first-contact resolution where possible, and maintains a high standard of customer service.

The position supports motorists and customers with program information and documentation, sales and account processes, billing and inventory-related returns, technical troubleshooting, and website functionality. It follows documented troubleshooting standards and escalation procedures, meets service-level agreements, collaborates with other analysts, and helps maintain reports and support resources. The analyst also assists with onboarding and mentoring new team members and provides backup support as needed.

This is an office-based role involving computer and phone use in a collaborative environment with Tier 1–3 analysts and other support staff. Occasional special projects or additional responsibilities may be assigned.

Requirements

• Minimum of 2 years of experience in a help desk role.
• Strong analytical and problem-solving skills.
• Effective written and verbal communication skills.
• Ability to manage challenging interactions professionally.
• Team-oriented and adaptable in a dynamic support environment.
• Strong organization, time management, and multitasking capabilities.
• Proactive, creative thinker with a customer-first mindset.
• Proficiency in Windows operating systems and the Microsoft Office suite.

Nice To Haves

• Associate degree in Computer Science or a related field preferred.
• Industry-recognized certifications or equivalent experience considered.
• Intermediate Excel skills, such as PivotTables, VLOOKUP, and formulas, preferred.
• NetSuite knowledge is a plus; training will be provided.
• In-depth knowledge of computer systems strongly preferred.
• Experience with accounting or ERP software preferred; NetSuite is a plus.
• SQL and Oracle experience beneficial but not required.
• Spanish proficiency is a plus.

Responsibilities

• Respond to and resolve customer inquiries using available tools and resources.
• Escalate issues, assign Field Service Representatives when needed, and route inquiries according to escalation procedures.
• Provide motorists with information and documentation about 10-day extensions, waivers, and other available program assistance, including OBD escalations.
• Send requested documentation to customers by email, mail, or fax.
• Assist customers with regulation questions by reading regulations to them without interpreting them.
• Assist with Drawdown account setup and replenishment.
• Process Return Authorizations and Sales Orders, and answer questions about them.
• Support billing with collections and inventory-related returns.
• Provide inbound and outbound sales support, including occasional upselling assistance.
• Follow documented troubleshooting standards on all calls.
• Guide customers through website functions, including password resets, inspector assignments, system resources, and facility or inspector license applications and renewals.
• Adhere to Service Level Agreements and understand revenue impact.
• Collaborate with peers during high-volume periods to maintain service continuity.
• Generate and maintain reports as required.
• Help develop knowledge-base materials, user guides, and tips to improve service speed and process efficiency.
• Reroute calls as necessary.
• Assist with onboarding and mentoring new team members, demonstrate professionalism, and lead by example.
• Provide backup support to other analysts as required.
• Interact effectively with employees and difficult customers, using tact and persuasion when needed.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed