Service Desk Analyst

Zones LLC.•Charlotte, NC

10d•$23 - $25•Remote

About The Position

This is a 6-month term position for a Service Desk Analyst. The role is 100% remote but requires the candidate to reside in either Winston-Salem, NC or Charlotte, NC. The pay is $25/hr, and the hours are Monday to Friday, 8 am to 5 pm. The Service Desk Analyst will be responsible for responding to incoming service requests, managing incidents, performing initial troubleshooting of hardware, software, and network issues, escalating complex problems, contributing to the knowledge base, and maintaining a high level of customer service. The role also involves documenting solutions, conducting follow-ups, and adhering to company policies and security guidelines. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of duties and responsibilities, and these may change without notice.

Requirements

High school diploma or equivalent.
Previous experience in a customer service role, call center work environment, or technical support position is preferred.
Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals.
Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
Demonstrated ability to troubleshoot and resolve technical issues effectively.
Commitment to providing excellent customer service and maintaining positive client relationships.
Ability to work well in a team environment and collaborate with colleagues and other departments.

Nice To Haves

Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.

Responsibilities

Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
Document solutions and procedures for future reference and improve operational processes.
Adhere to company policies and procedures, including data protection and security guidelines.