Remote End-User IT Support Analyst

Eightelevengroup; Dublin (OH); Remote; USD 26,000 - 29,000; Full time

Job summary

Eightelevengroup is seeking an Analyst, End User for a 100% remote IT support role. You will be the first point of contact for end users, providing technical assistance for proprietary ordering applications and logging incidents in the ticketing system.

With at least two years in a Global IT Service Desk or Call Center, you will troubleshoot login issues, system functionality, and password resets while delivering outstanding customer service in English.

Qualifications

• Minimum of 2 years of experience in a Global IT Service Desk, Help Desk, or Call Center support environment.

Responsibilities

• Provide professional and positive technical support to customers via phone and ticketing systems
• Troubleshoot and resolve issues related to customer ordering applications, login access, reporting tools, and system functionality
• Answer questions regarding system procedures, online transactions, system status, and downtime processes
• Escalate complex issues to Level 2 support teams when appropriate
• Document incidents, resolutions, and customer interactions within the ticketing system
• Partner with end users to understand business requirements and align technology solutions
• Assist with password resets, account unlocks, and general user account management
• Maintain service levels and follow established support processes and procedures
• Deliver exceptional customer service while managing multiple requests in a fast-paced environment

Skills

Troubleshooting

Analytical skills

Problem-solving

English communication

Account administration

Remote work

Tools

Microsoft 365 (O365)

Microsoft Teams

OneDrive

ServiceNow

BMC Remedy

Job description

Eightelevengroup is seeking an Analyst, End User for a 100% remote IT support role. You will be the first point of contact for end users, providing technical assistance for proprietary ordering applications and logging incidents in the ticketing system.

With at least two years in a Global IT Service Desk or Call Center, you will troubleshoot login issues, system functionality, and password resets while delivering outstanding customer service in English.