[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. GDC IT Solutions is currently seeking a fully remote Service Desk Analyst. This entry-level position involves providing customer support through calls and emails, troubleshooting issues, and collaborating with other professionals to enhance customer service.ResponsibilitiesTake customer calls, and emails and provide accurate, satisfactory answers to their queries and concernsDe-escalate situations involving dissatisfied customers, offering patient assistance and supportGuide callers through troubleshooting, navigating the company site, or using products or servicesCollaborate with other call-center professionals to improve customer serviceAccurately document all service calls within the prescribed call tracking mechanismSupport both technical and non-technical end usersEscalate advanced issues to the appropriate team memberSkillsStrong Customer Service SkillsExceptional Interpersonal, verbal, and written communication skillsGreat active listening skillsA patient and empathetic attitudeStrong time management and organizational skillsAdaptability and flexibilityComfortable working in fast-paced environmentsPhone skills, including familiarity with complex or multi-line phone systemsAt least 1+ year of experience supporting desktops/laptops/printers in a production Support Center environmentPrior experience with ability to handle 30-40 service calls a dayStrong Customer Service experienceBenefitsCutting Edge Technology and InnovationCareer Growth OpportunitiesEmployee-Centric EnvironmentComprehensive Benefits PackageHoliday and VacationCompany OverviewGDC IT Solutions | Premier IT Services & Technology Partner Global Data Consultants, LLC (dba GDC IT Solutions) is a veteran-owned, full-service IT provider supporting small businesses, mid-market companies, enterprises, educational institutions, and government agencies. It was founded in 1995, and is headquartered in Chambersburg, Pennsylvania, USA, with a workforce of 201-500 employees. Its website is https://gdcitsolutions.com/.