Service Desk Analyst I

Nordic Global; United States; On-site; USD 35,000 - 55,000; Full time

Job summary

Nordic Global is seeking a Level I IT Help Desk professional to support users across hardware, software, networking, and other computer-related technologies. You will triage inquiries via phone, email, chat, and in-person requests, document progress in ServiceNow, and escalate complex issues to senior staff as needed.

The role emphasizes timely, accurate problem resolution, adherence to SLAs, and professional customer service throughout interactions.

Qualifications

• Experience providing Level I IT help desk support.
• Ability to evaluate and prioritize user requests from multiple channels.
• Strong communication and problem-solving skills.

Responsibilities

• Provides Level I Support Desk coverage across channels (phone, email, chat, in-person).
• Assesses, prioritizes, and documents requests with SLA adherence.
• Researches and resolves routine issues, escalating complex problems as needed.
• Uses Service Now to document problems and resolutions.

Skills

Customer support

Help desk

Telephone etiquette

Troubleshooting

Tools

ServiceNow

Microsoft Office Suite

Job description

Make a difference. Be happy. Grow your career.

Responsibilities :

• Provides Level I Support Desk coverage.
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Uses established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner adhering to established SLA’s
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor, Analyst or technical staff.
• Interact with internal I/S support personnel in troubleshooting and solving problems and issues in a timely and accurate manner
• Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error.
• Determine whether problem is caused by hardware such as modem, printer, cables, or telephone.
• Document the problem via the Service Now application, in detail, with problem resolution or when appropriate, escalating the problem to the team Lead.
• Provide status feedback and/or appropriate forms to customer as required.
• Provides training on IT activities to internal and external customers and documents all procedures and policies as requested by management.
• Maintain professional demeanor and telephone etiquette in dealing with internal and external customers.
• Maintain a positive attitude in a service-oriented environment.
• Perform Customer Support Operator functions as requested by management.
• Proficient with Microsoft Office Suite, email, intranet, internet and other systems

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.