Senior Service Desk Analyst: Complex IT Support

Encore Technologies; Cincinnati (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Encore Technologies is seeking a Service Desk Analyst to provide frontline support and ensure adherence to processes and knowledge bases. You will handle Level 1/2 issues across hardware, software, network, and access, documenting all interactions in ITSM tools.

You will collaborate with teammates, follow incident and request fulfillment workflows, and participate in ongoing training while adapting to changing schedules, including evenings or weekends as needed.

Qualifications

• Associates degree in Information Technology or 3 years equivalent experience preferred.
• Prior experience in a customer service role.
• Strong verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Experience coaching or mentoring coworkers.
• Problem solving skills.
• Able to handle up to 45 calls per day on various configuration items.
• Experience with Microsoft Windows OS and Outlook/Gmail.

Responsibilities

• Provide best in class customer experience to our customers.
• Document all customer contacts into ITSM tools.
• Troubleshoot, diagnose and resolve applications and general compute issues.
• Follow service desk processes including incident, request fulfillment, access, problem and knowledge management.
• Route tickets to appropriate resolver groups when necessary.
• Collaborate with service desk colleagues and participate in ongoing training.
• Work on projects and tasks assigned by leadership.

Skills

Verbal communication

Written communication

Interpersonal skills

Problem solving

Coaching/Mentoring

Customer service

Adaptability

Multi-tasking

Education

Associate's degree in Information Technology

Tools

ITSM tools

Microsoft Outlook

Gmail

Windows OS

Job description

Encore Technologies is seeking a Service Desk Analyst to provide frontline support and ensure adherence to processes and knowledge bases. You will handle Level 1/2 issues across hardware, software, network, and access, documenting all interactions in ITSM tools.

You will collaborate with teammates, follow incident and request fulfillment workflows, and participate in ongoing training while adapting to changing schedules, including evenings or weekends as needed.