Service Desk Analyst (ZR_26798_JOB)

This is a remote position.

The Service Desk Analyst role serves as the initial point of contact for internal end users(employees) seeking technical assistance or requesting changes/modifications.

This role involves identifying, diagnosing, and resolving issues related to hardware, software, permissions and networking. The Service Desk Analyst ensures that technical problems are resolved efficiently and effectively, contributing to smooth and uninterrupted business operations. Responsibilities encompass participating in project work, build outs, discovery, and continuous service improvements, including workflow, process, or application enhancements. Additional tasks include data entry, data gathering, and the creation and modification of knowledge base documentation. The Service Desk Analyst consistently follows Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to maintain high standards of support and service delivery. Responsibilities can include, but are not limited to:
Key Responsibilities:

• Ticket Triage: Review and prioritize incoming support tickets to determine their urgency and impact based on predefined criteria to ensure timely response and resolution. Adhere to internal Service Level Agreements (SLAs) to maintain consistent support standards. This includes assessing ticket details, assigning appropriate priority levels, and directing tickets to the correct support personnel or team for resolution.
  
• Real-Time Ticket Response: Respond to tickets in real-time, ensuring that all issues are addressed promptly and efficiently, utilizing available resources and knowledge to resolve problems within their provided SLAs. Maintain clear and consistent communication with users throughout the resolution process, keeping them informed of progress and next steps and resolution of their issues
  
• Zendesk Support Management: Effectively use Zendesk Support for managing support tickets. Update ticket statuses regularly to reflect current progress and ensure accurate tracking. Communicate promptly and clearly with customers through the platform, providing updates, resolutions, and follow-ups as needed. Ensure all interactions are documented within Zendesk to maintain a comprehensive record of support activities.
  
• Ticket Escalation Management: Identify and escalate complex, misrouted or higher-level support tickets to the appropriate teams or personnel. Provide clear escalation paths to ensure issues are addressed by the relevant experts. Communicate with end users about the escalation process and expected timelines to keep them informed.
  
• Front-Line IT Representation: Act as the primary representatives of the IT department, engaging with internal end users to address technical issues and provide resolutions. Communicate effectively and professionally, ensuring that all End Users are well-informed about the status and progress of their technical concerns. Foster positive relationships and maintain a high level of customer service to enhance the reputation of the IT department.
  
• Technical Stack Familiarization: Continuously develop and maintain an intermediate understanding of both the end-user and IT department's evolving technical stack. This includes, but is not limited to, BYOD/COPE local devices, mobile devices (COPE/BYOD), Azure AD, Azure Virtual Desktops, Google Workspace, Venn Workplace, multiple CRMs, and various SaaS endpoints. Stay adaptable and open to learning new technologies as they are introduced or phased out to ensure comprehensive support capabilities.
  
• Troubleshooting: Diagnose and resolve technical issues related to supported technologies and platforms. Apply standard troubleshooting procedures to identify the root cause of problems and implement effective solutions. Ensure issues are resolved efficiently to minimize disruption to end-users and maintain operational continuity.
  
• Accurate Documentation Management: Maintain detailed documentation of all ticket interactions, technical solutions, and issue resolutions using Zendesk Guide(KBs). Follow supplied guidelines and templates to ensure consistency and completeness. This thorough documentation supports ongoing knowledge sharing and enhances the efficiency of the support process.
  
• Project Participation & Data Handling: Engage in various IT projects such as AD build-outs, CRM implementations, software discovery, and other infrastructure improvements. Adhere to ITIL Standards of Continuous Improvement throughout all project activities. Perform data entry and data gathering tasks to support these projects, ensuring accuracy and relevance of collected information. Responsibilities include, but are not limited to, assisting with project documentation, tracking project progress, and compiling data for project reports to support decision-making and project success.
  
• Collaboration and Process Improvement: Work closely with team members to identify recurring issues and inefficiencies in support processes. Proactively suggest improvements to IT Management for streamlining and enhancing support operations. Foster a collaborative environment to continuously refine and optimize IT service delivery.
  

Skills & Qualifications

• Experience: An average of 1 to 3 years of experience in a similar role is preferred.
  
• Technical Stack: You should have an intermediate understanding of our evolving technical stack, which includes but is not limited to: BYOD/COPE local devices, mobile devices, Azure AD, Azure Virtual Desktops, Google Workspace, Venn Workplace, various CRMs, and SaaS endpoints.
  
• Tools: Proficiency with ticket management platforms like Zendesk Support is essential.
  
• Attributes: We're looking for someone who is a proactive problem-solver, has strong communication skills, and is committed to continuous learning.
  

What’s in It for You:

• Competitive commission structure
  
• Remote work with a supportive, development-driven culture
  
• Opportunities for growth and skill-building
  
• The chance to genuinely change lives for the better
  

Independent Contractor Perks

• 48 hours of sick time and PTO credits
  
• Paid Holidays after 90 days
  
• Permanent work-from-home
  
• Immediate hiring
  

ZR_26798_JOB