Service Desk Analyst Level 1

Pomeroy•Hebron, KY

61d•Remote

About The Position

General Function: The Service Desk Analyst I will provide first line support for clients. Will be responsible for following standard processes and be required to document and resolve technical issues relating to hardware, software, network, or general computer usage. Essential Duties & Responsibilities: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

Requirements

High school diploma or G.E.D.
One or more years of technical training in computer support preferred
Two or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer related problems
Experience working with company escalation policy
Interpersonal skills to interact with customers and team members
Good communication skills
Organization skills to balance and prioritize work
Analytical and problem-solving skills
Ability to work in a remote team environment
Access to high-speed internet with a minimum 15 Mbps download speed and minimum 15 Mbps upload speed.
A dedicated work area that is free from distraction and allows security for customer/client information.
Use of Pomeroy/client issued desktops/laptops only. Personally owned peripheral devices (monitors, keyboards, mouse, etc.) may be used, providing they are compatible with Pomeroy's equipment.

Nice To Haves

One or more years of technical training in computer support preferred

Responsibilities

Provide exceptional and professional customer service to our clients
Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool
Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
Collaborate effectively with other service desk team members
Participate in ongoing training for service desk operations
Work on projects or tasks assigned by leadership

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