[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. Zones, LLC is a Global Solution Provider of end-to-end IT solutions. The Service Desk Analyst will provide Level 1 support to clients, assisting them with IT products and services, troubleshooting issues, and training other service desk associates as needed.ResponsibilitiesPerform technical customer support to our NYS client via telephone, chat, and email supportProvide level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting network connectivity issuesPerform callbacks as requiredIdentify and/or coordinating hardware and software requests and offering solutions for customer accountsAct as a subject matter expert (SME) across limited subject areasTrain and mentor other service desk associates as neededSkillsHigh School Diploma/GED or equivalent experienceAbility to learn and become knowledgeable of customer products and servicesExperience working on a help desk/service desk handling tickets preferredExperience troubleshooting Desktop hardware and associated peripherals preferredProficiency in navigating accounts with multiple skill set requirementsDemonstrate effective soft skills, active listening skills, and ability to empathize with customer's situationAbility to eventually resolve more complex support ticket requestsAbility to provide support to new team membersEffectively manage the length of calls/handle timeAbility to thrive in a fast-paced but fun work environmentPromote teamwork and call center successMust have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers, and basic computer terminologyExperience working on a help desk/service desk handling ticketsExperience troubleshooting Desktop hardware and associated peripheralsBenefitsMedical, dental and vision coverageLife insuranceDisability insuranceVoluntary accident, hospitalization and critical illness insurance options401(k) plan with matching provisionPaid time offPersonal sick leaveCompany OverviewZones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. It was founded in 1986, and is headquartered in Auburn, Washington, USA, with a workforce of 1001-5000 employees. Its website is http://zones.com.



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