Service Desk Analyst

Jobtailor; Austin (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Jobtailor is seeking a technical support professional in Austin, TX to assist users with moderately complex computer-related issues, including software and hardware, via phone and service desk channels. You will log incidents, resolve problems, and track KPIs to meet SLA targets.

The role requires strong customer service, Windows and Office 365 familiarity, basic networking, and reliability, with an ability to work shifts starting at 6 AM and weekends.

Qualifications

• Excellent customer service skills and willingness to go the extra mile helping customers.
• Windows support knowledge.
• Basic networking knowledge.
• Excellent oral and written communication skills.
• High degree of responsibility, commitment, and dependability.
• Knowledge of Office 365.
• 1-2 years previous experience in Client Services, Customer Service, Help Desk, or Technical Support.
• ITSM tool usage, preferably Remedy.
• Ability to work any shift starting at 6 AM.
• Availability to work weekends.
• Adherence to the dress code beginning on day one.
• Training attendance requirements: agents missing more than 2 total training days will be separated from the contract.
• Candidates must arrive with their badge and comply with the stated arrival requirements.

Responsibilities

• Provide technical support to users for moderately complex computer-related technical problems.
• Communicate technical issues over the phone to a variety of customers.
• Answer service desk telephones.
• Assist customers in resolving technical problems involving software and hardware.
• Resolve or refer highly complex technical problems as appropriate.
• Follow up with customers to ensure inquiries are resolved within contracted or agreed time frames.
• Log and track inquiries using an incident management database and maintain history records and problem documentation.
• Identify customer problems and complaints to ensure successful resolution.
• Assist with KPI performance and help the team meet associated SLA targets.

Skills

Customer service

Phone communication

Written communication

Dependability

Windows support

Basic networking

Office 365

SLA awareness

Tools

Remedy

Job description

• Provide technical support to users for moderately complex computer-related technical problems


• Communicate technical issues over the phone to a variety of customers


• Answer service desk telephones


• Assist customers in resolving technical problems involving software and hardware


• Resolve or refer highly complex technical problems as appropriate


• Follow up with customers to ensure inquiries are resolved within contracted or agreed time frames


• Log and track inquiries using an incident management database and maintain history records and problem documentation


• Identify customer problems and complaints to ensure successful resolution


• Assist with KPI performance and help the team meet associated SLA targets

Requirements

• Excellent customer service skills and willingness to go the extra mile helping customers


• Windows support knowledge


• Basic networking knowledge


• Excellent oral and written communication skills


• High degree of responsibility, commitment, and dependability


• Knowledge of Office 365


• 1-2 years previous experience in Client Services, Customer Service, Help Desk, or Technical Support


• ITSM tool usage, preferably Remedy


• Ability to work any shift starting at 6 AM


• Availability to work weekends


• Adherence to the dress code beginning on day one


• Training attendance requirements: agents missing more than 2 total training days will be separated from the contract


• Candidates must arrive with their badge and comply with the stated arrival requirements

Core Competencies

Demonstrates strong technical support capabilities with a focus on customer service, effective communication, and problem resolution. Proficient in Windows support, Office 365, and incident management tools to ensure timely and efficient service delivery.

Highest-signal resume keywords

• Windows Support Knowledge


• Office 365


• ITSM Tool Usage


• Customer Service Skills


• Basic Networking Knowledge

ATS Optimization Keywords

Hard Skills

• Technical Support


• Incident Management


• Problem Documentation


• KPI Performance Assistance


• SLA Target Adherence

Soft Skills

• Excellent Oral Communication


• Excellent Written Communication


• High Degree of Responsibility


• Commitment


• Dependability

Industry Keywords

• Client Services


• Customer Service


• Help Desk


• Technical Support

Tools & Technologies

• Remedy