IT Service Center Analyst - Technical Support

ComResource, Inc.; Ohio; Remoto; USD 42.000 - 65.000; Tempo pieno

Descrizione del lavoro

ComResource, Inc. is seeking an IT Service Center Analyst – Technical Support to deliver expert help desk assistance for a proprietary ordering application.

You will troubleshoot issues, answer questions, and guide users through procedures to keep operations running smoothly. You will collaborate with Level 2 teams, document cases in the ticketing system, and support Microsoft Office 365, Teams, and OneDrive.

Competenze

• Minimum 2 years in Global IT Service Desk or Call Center providing end-user technical support.
• Strong English communication, problem-solving, and analytical skills.
• Experience with ITSM tools such as ServiceNow or BMC Remedy is preferred.
• Familiarity with Microsoft Office 365, Teams, OneDrive, and user account management.
• Technical certifications are a plus.
• Ability to work a flexible schedule.
• Must be equipped to work remotely with a minimum 50 Mbps internet connection.

Mansioni

• Provide technical support for customer ordering applications, including login issues, order processing, and advanced reporting.
• Troubleshoot technical issues and answer questions about system procedures, online transactions, system status, and downtime.
• Deliver a professional, positive customer support experience.
• Work with end users and Level 2 support teams to resolve technical issues.
• Document support cases in a ticketing system and escalates issues to the appropriate team when needed.
• Help users with Microsoft Office 365, Microsoft Teams, OneDrive, password resets, and account unlocks.

Conoscenze

English communication

Problem-solving

Analytical skills

Strumenti

ServiceNow

BMC Remedy

Descrizione del lavoro

IT Service Center Analyst – Technical Support

Hiring 3 IT Service Center Analysts to provide technical support to customers using a proprietary ordering application. This role focuses on troubleshooting technical issues, answering questions, and helping users resolve problems quickly while delivering excellent customer service.

Responsibilities

• Provide technical support for customer ordering applications, including login issues, order processing, and advanced reporting.
• Troubleshoot technical issues and answer questions about system procedures, online transactions, system status, and downtime.
• Deliver a professional, positive customer support experience.
• Work with end users and Level 2 support teams to resolve technical issues.
• Document support cases in a ticketing system and escalates issues to the appropriate team when needed.
• Help users with Microsoft Office 365, Microsoft Teams, OneDrive, password resets, and account unlocks.

Requirements

• Minimum of 2 years of experience in a Global IT Service Desk or Call Center providing end-user technical support.
• Strong English communication, problem-solving, and analytical skills.
• Experience with IT service management (ITSM) tools such as ServiceNow or BMC Remedy is preferred.
• Familiarity with Microsoft Office 365, Teams, OneDrive, and user account management.
• Technical certifications are a plus.
• Ability to work a flexible schedule.
• Must be equipped to work remotely with a minimum 50 Mbps internet connection.

What Makes You a Good Fit?

You enjoy helping people, troubleshooting technical issues, and communicating clearly with customers. You can manage support requests professionally, document your work accurately, and collaborate with other IT teams to get problems resolved.