Service Desk Analyst - Remote

K2 Services; Chicago (IL); Remote; USD 36,000 - 39,000; Full time

Job summary

A technology service provider is looking for a Service Desk Analyst to support clients in a fast-paced, remote environment. Responsibilities include delivering customer service via phone, email, and chat. The position offers training and a range of benefits, including health insurance and a 401k plan. Candidates should possess solid communication skills and the ability to multitask effectively.

Benefits

Health insurance

401k matching

Comprehensive training program

Qualifications

• Strong verbal, written, and typing skills are essential.
• Depended collaborative team player.
• Ability to work independently and make decisions.

Responsibilities

• Serve as the first point of contact for customers.
• Provide over-the-phone, email, and chat support.
• Maintain accurate ticketing of customer requests.

Skills

Strong verbal communication

Excellent customer service skills

Patience

Multi-tasking skills

Critical-thinking skills

Education

High School Diploma or equivalent

Tools

Mobile Device Management (Intune)

Job description

ServiceDesk Analyst (Remote - U.S.)

Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst!

We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.

K2 prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team.

Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract.

The position comes with a full array of benefits, health insurance and matching 401k, and many more perks.

This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.

• We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 1stand 2ndShift.
• Compensation starts between $36k-$39kannual with a 10% Shift Differential for weekends and evenings after 5pm.

TheService Desk Analystprovides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills.

Essential Duties and Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue.
• Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay informationback to the customer or other support team members.
• Maintain a regular and reliable level of attendance.

Knowledge Skills and Abilities

• High School Diploma or equivalent.
• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst’s success.
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Always display the utmost professionalism with team members as well as end-users.·Ability to function well in a high-paced and at times stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.

Requirements

Prolonged periods of sitting at a desk and working on a computer

Will require Intune “Mobile Device Management” software installed on a personal device(s)

K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYERDiversity and inclusion matter to us here at K2 Services Associates. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer – and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.