Service Board Analyst

Darkhorse Tech; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

Darkhorse Tech is seeking a Service Board Analyst to ensure smooth operation and efficiency of service boards. The role involves prioritizing and managing ticket resolutions while maintaining high standards of client communication. This position serves as a gateway into Tier 1, 2, and 3 technical roles within the company.

Qualifications

• 1-2 years minimum in a ticketing or IT support role, preferably at an MSP.
• Knowledge of common IT systems including Windows OS.
• Ability to manage multiple tasks efficiently in a fast-paced environment.

Responsibilities

• Monitor and maintain service boards for timely ticket resolution.
• Provide professional responses to client inquiries ensuring satisfaction.
• Assist technicians with troubleshooting and linking standard operating procedures.

Skills

Customer Service

Technical Proficiency

Organizational Skills

Communication Skills

Tools

Ticketing Platforms

RMM Tools

Microsoft Office 365

Job description

About Darkhorse Tech

Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance. As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with it's clients. Constantly building on our 10+ years of experience we are now servicing roughly 1300 clients in all 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support.

About You

Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business. You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can't you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client. Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind.

Core Mission: The Service Board Analyst will ensure the smooth operation and efficiency of the service boards by effectively prioritizing, qualifying, and advancing tickets while maintaining high standards of client communication and technical support. This job does require occasional outbound calls to clients to retrieve more accurate information.

Roles and Responsibilities

Essential Functions:

• Service Board Management
  • Monitor and maintain the health of service boards to ensure timely resolution of tickets.
  • Qualitize new tickets and client responses by gathering all necessary details and assigning appropriate priorities and statuses.
  • Merge duplicate tickets or update existing tickets based on client input, technician feedback, or ticket history.
  • Identify and resolve bottlenecks in ticket progression, reassigning or escalating when necessary.
  • Proactively follow up on unresolved or stagnant tickets to ensure timely closure.
  • Asking questions if there is not an active service agreement for a client
• Ticket Qualitization and Prioritization
• Review and update tickets submitted via phone, email, or RMM platforms to ensure completeness and accuracy.
• Reopen previous tickets within promised timelines when appropriate.
• Adjust ticket priorities based on new information provided by clients or technicians.
• Client Communication
• Provide prompt and professional responses to client inquiries, ensuring high satisfaction.
• Request clarifications from clients or technicians to expedite resolutions.
• Communicate ticket progress and resolutions clearly and effectively to clients.
• Technical Support and Troubleshooting
• Review ticket and add information to help techs perform basic troubleshooting and quick fixes for end-user devices, network equipment, and system configurations.
• Link standard operating procedures (SOPs) or provide guidance to Tier 1 for frequent or low-complexity issues.
• Future Growth
• This job is set up to be a gateway position into the Tier 1, 2 and 3 technical roles at Darkhorse Tech

Required Experience

• 1-2 years minimum in a ticketing or IT support role (preferably at an MSP)

Knowledge, Skills, and Abilities

• Technical Proficiency:
  • Knowledge of common IT systems, including Windows OS, Microsoft Office 365, and basic network configurations.
  • Experience with ticketing platforms and RMM tools.
• Organizational Skills:
• Ability to manage multiple tasks and prioritize efficiently in a fast-paced environment.
• Client-Focused Mindset:
• Strong customer service skills with a proactive approach to solving client issues.
• Communication Skills:
• Clear and concise verbal and written communication abilities for client interactions and documentation.

Physical Working Conditions

• Prolonged periods of sitting and working on a computer

Hours: Monday through Friday 7:00am-4:00pm EST or 8:00am-5:00pm EST