Service Desk Analyst - Level 1 Technical Support

Zones, Inc.-posted 23 days ago
$18 - $20/Yr
Full-time • Entry Level
Richardson, TX
1,001-5,000 employees
Professional, Scientific, and Technical Services
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As a Managed Services Level 1 Service Desk Analyst, you will be the first point of contact for clients seeking support and assistance with their IT services. Your primary responsibility will be to provide timely and effective solutions to common technical issues, ensuring a high level of customer satisfaction. This role requires a strong understanding of IT fundamentals, excellent communication skills, and the ability to troubleshoot and resolve problems efficiently. Please note we are looking for candidates with shift flexibility to cover a 24/7 Service Desk, at least one day of weekend work will be required.

  • 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.
  • Education: High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
  • Experience: Previous experience in a customer service or technical support role is preferred, but not required.
  • Technical Skills: Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals. Strong experience using ServiceNow.
  • Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
  • Problem-Solving: Demonstrated ability to troubleshoot and resolve technical issues effectively.
  • Customer Focus: Commitment to providing excellent customer service and maintaining positive client relationships.
  • Teamwork: Ability to work well in a team environment and collaborate with colleagues and other departments.
  • Shift Information: This position requires flexibility in shift scheduling, which could change depending on the needs of the business. Shifts could include day, evening, and overnight hours, including weekends and holidays. A willingness to adapt to varying shift requirements is essential.
  • Zones offers a comprehensive Benefits package
  • Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, and many more.
  • Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements.
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