Service Desk Analyst - Second Shift

Global Data Consultants•Chambersburg, PA

4d•Remote

About The Position

As a Service Desk Analyst, you will be responsible for providing timely and effective support to technical and non-technical end users across a large corporate environment. You will play a key role in resolving user inquiries, troubleshooting hardware and software issues, and ensuring a seamless customer service experience during overnight hours. This position requires excellent communication skills, a strong technical foundation, and the ability to work independently in a fast-paced setting.

Requirements

Working knowledge of PC hardware configurations and troubleshooting
Exceptional verbal and written communication skills
Strong active listening and customer service abilities
Ability to manage time effectively and stay organized
Comfortable working in a fast-paced, structured call center environment
Adaptability and flexibility during shifting priorities and user needs
Familiarity with multi-line phone systems and professional phone etiquette

Nice To Haves

Associate degree in Information Technology or a related field
1+ years of experience supporting desktops, laptops, and printers in a production support center environment
Prior experience handling 30–40 calls per shift in a large corporate help desk setting
Experience with Active Directory (user management, password resets, etc.)
Proven ability to deescalate high-tension situations in an enterprise or highly structured escalation environment
Knowledge of Windows desktop operating systems (Windows 7, 8, 8.1, 10)
Demonstrated patience, empathy, and a user-first mindset in technical support roles

Responsibilities

Take customer calls and respond to emails, providing accurate and satisfactory answers to queries and concerns
Guide callers through troubleshooting processes, navigating the company website, or using products and services
De-escalate situations involving dissatisfied customers with professionalism and patience
Accurately document all service interactions within the designated call tracking system
Support both technical and non-technical end users across a range of issues
Escalate unresolved or advanced issues to the appropriate team or technician
Collaborate with other call center professionals to continually improve service quality
Maintain a calm and empathetic demeanor under pressure
Deliver exceptional interpersonal, verbal, and written communication