[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. Brooksource is a trusted Engineering and Technology services provider that supports Fortune 500 organizations. They are seeking a customer-focused Service Desk Analyst to join a collaborative support team responsible for providing frontline assistance to both internal employees and external customers.ResponsibilitiesServe as the first point of contact for customer and employee support requests via phone and emailHandle a high volume of incoming interactions (approximately 60–90 calls per day)Gather information, document issues, and perform initial troubleshootingTriage and route incidents, service requests, and inquiries to the appropriate support teamsCommunicate updates and resolutions to customers in a professional and timely mannerSupport users within the paint and color-matching environment, including:Color formula lookupsCustom paint color matching inquiriesColor dispensing supportCoordinate with third-party vendors to troubleshoot and resolve service-related issuesMaintain accurate documentation within ticketing systemsCollaborate closely with teammates to ensure a positive customer experience and efficient issue resolutionSkillsStrong verbal and written communication skillsExcellent customer service and interpersonal abilitiesComfortable speaking with customers over the phone throughout the dayNaturally curious with a strong desire to understand and solve problemsOrganized and detail-oriented with strong documentation skillsAbility to multitask and prioritize in a fast-paced support environmentTeam-oriented mindset and willingness to collaborate with both contractors and full-time team membersPrevious customer service, call center, help desk, service desk, hospitality, retail, or support experience is a plusBenefitsCompetitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs401k plan that includes a company match and is fully vested after you become eligiblePaid time offSick timePaid company holidaysEmployee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.Company OverviewBrooksource is a single source for project and supplemental support through contract employment, contract-to-hire labor employment. It was founded in 2000, and is headquartered in Indianapolis, Indiana, USA, with a workforce of 1001-5000 employees. Its website is http://www.brooksource.com.Company H1B SponsorshipBrooksource has a track record of offering H1B sponsorships, with 9 in 2026, 13 in 2025, 18 in 2024, 11 in 2023, 10 in 2022, 23 in 2021, 20 in 2020. Please note that this does not guarantee sponsorship for this specific role.