Service Desk Analyst Part Time Monday to Friday 3 PM to 8 PM
About the position Responsibilities • Take customer calls and respond to emails, providing accurate and satisfactory answers to queries and concerns • Guide callers through troubleshooting processes, navigating the company website, or using products and services • De-escalate situations involving dissatisfied customers with professionalism and patience • Accurately document all service interactions within the designated call tracking system • Support both technical and non-technical end users across a range of issues • Escalate unresolved or advanced issues to the appropriate team or technician • Collaborate with other call center professionals to continually improve service quality • Maintain a calm and empathetic demeanor under pressure • Deliver exceptional interpersonal, verbal, and written communication Requirements • Working knowledge of PC hardware configurations and troubleshooting • Exceptional verbal and written communication skills • Strong active listening and customer service abilities • Ability to manage time effectively and stay organized • Comfortable working in a fast-paced, structured call center environment • Adaptability and flexibility during shifting priorities and user needs • Familiarity with multi-line phone systems and professional phone etiquette Nice-to-haves • Associate degree in Information Technology or a related field • 1+ years of experience supporting desktops, laptops, and printers in a production support center environment • Prior experience handling 30-40 calls per shift in a large corporate help desk setting • Experience with Active Directory (user management, password resets, etc.) • Proven ability to deescalate high-tension situations in an enterprise or highly structured escalation environment • Knowledge of Windows desktop operating systems (Windows 7, 8, 8.1, 10, 11) • Demonstrated patience, empathy, and a user-first mindset in technical support roles Benefits • Cutting Edge Technology and Innovation • Career Growth Opportunities • Employee-Centric Environment • Comprehensive Benefits Package • Holiday and Vacation Apply tot his job