3rd-Shift Service Desk Analyst - Bonuses, PTO & 401k

Encore Technologies; Cincinnati (OH); On-site; USD 25,000 - 26,000; Full time

Benefits offered by this job

2 weeks PTO

401k Match

Benefits

Job summary

Encore Technologies is seeking a frontline support specialist to assist customers with hardware, software, network and compute issues. During a two-week training, pay is $18 per hour, increasing to $19 per hour thereafter. Eligible for a 90-day $325 retention bonus and a $325 monthly metric bonus.

Includes 2 weeks of PTO and 401k with company match. The role emphasizes documentation in ITSM tools, incident management, and collaboration with service desk teams, with schedules including flexible

Qualifications

• Associates degree in Information Technology or 2 years of tech field experience preferred.
• Prior experience in a customer service role.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Ability to handle high pace and high stress environments.
• Adaptable to changing processes, procedures and schedules.
• Capable of handling up to 45 calls per day across varied configurations.
• Proficient with Windows OS and common messaging platforms.

Responsibilities

• Provide best in class customer experience to our customers.
• Document all customer contacts into ITSM tools.
• Troubleshoot and resolve applications and general compute issues.
• Support incident management, request fulfillment, access management, problem management and knowledge management.
• Route unresolved tickets to the appropriate resolver groups.
• Collaborate with service desk teammates.
• Participate in ongoing training for service operations.
• Work on projects and tasks assigned by leadership.

Skills

Customer service experience

Verbal and written communication

Interpersonal skills

Telephone etiquette

Call handling 45/day

Windows OS

Microsoft Outlook

Gmail

Flexible hours

Education

Associates degree in Information Technology or 2 years equivalent experience in a tech field

Tools

Microsoft Outlook

Gmail

ITSM tools

Job description

Encore Technologies is seeking a frontline support specialist to assist customers with hardware, software, network and compute issues. During a two-week training, pay is $18 per hour, increasing to $19 per hour thereafter. Eligible for a 90-day $325 retention bonus and a $325 monthly metric bonus.

Includes 2 weeks of PTO and 401k with company match. The role emphasizes documentation in ITSM tools, incident management, and collaboration with service desk teams, with schedules including flexible