Service Desk Analyst (Remote)
- Analyzes, troubleshoots, and resolves technical issues pertaining to computer systems, hardware and software, via portal tickets, phone, and online chat.
- Takes ownership of issues and performs follow-up on outstanding incidents and requests in order to ensure timely problem resolution in accordance with the SLA timeframes.
- Provides thorough and detailed documentation for all incidents and requests for all forms of communications including calls, chats, and portal tickets.
- Attends all Service Desk meetings and contributes as a team member in an effort to meet KPIs.
- Maintains high level of customer service while responding to queries and provides troubleshooting support to all SWBC employees and customers.
- Performs all other duties as assigned.
- High School Diploma or equivalency.
- Minimum of two (2) years in IT service desk support, call center support, incident management, or related experience.
- Certifications in ITIL or HDI preferred.
- Working knowledge of IT technical terminology and Active Directory.
- Strong customer service skills.
- Strong analytical, troubleshooting, and reasoning skills
- Strong organizational skills to perform multiple work assignments.
- Excellent and effective communication skills, both verbal and written.
- Proficient computer and accurate keyboard skills in utilizing MS Office 2013 computer applications such as MS Word and Excel, including MS Windows, MAC Environments, and other popular software.
- Working knowledge of general office equipment such as phone system, copier, scanner, and the like.
- Ability to learn new technology quickly and retain/apply it as required for troubleshooting.
- Ability to exercise good judgment in all conversations
- Ability to maintain high quality standards, work efficiently during critical situations, and learn and adapt to new and changing environments.
- Able to sit for long periods of time providing support, troubleshooting, performing updates, and executing other related activities.
- Able to lift up to 20 lbs. of files, supplies, documents, or other related items.
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Emerging Professionals and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
- Based upon employee eligibility
Recommended Jobs
Senior Software Engineer
Join SADA an Insight Company as a Senior Software Engineer - Fullstack! Your Mission As a Senior Software Engineer - Fullstack, your mission is to design and develop cloud-native applicati…
Cost Engineer - CES
Requisition ID: 287379 ~ Relocation Authorized: National - Single ~ Telework Type: Full-Time Office/Project ~ Work Location: Brownsville, TX Extraordinary teams building inspiring…
Emergency Veterinarian
Description Position at Thrive Pet Healthcare OUR PRACTICE At Hillside Veterinary Clinic, we provide primary, emergency, and urgent care to dogs and cats in the greater Dallas area. Hillside Vete…
Post-Transplant Coordinator (RN) - Transplant Admin
At Houston Methodist, the Post-Transplant Coordinator position a registered nurse, responsible for participating in department initiatives, facilitating, and coordinating all aspects of the peri-oper…
Sales - Building Automation / Controls
Job Description Job Description Entech Sales and Service LLC - a proven industry leader in Energy Management, Building Automation, Access Control / Digital Video Management Systems, Commercial A…
Residential Painting Subcontractor
Our company is growing and we pride ourselves in working with quality painting crews! If you are a painting subcontractor interested in working with our dynamic team, please fill out the applicati…
Production- 1st shift
Job Description: Join our team as a Warehouse Production Operator and contribute to a dynamic work environment. This role involves various warehouse tasks, including laminating and finishing, with…
Sr. Cisco Certified Firewall Engineer - hybrid 2-4 days on site
Job Title: Sr. Cisco Certified Firewall Engineer Location: Houston, TX (Hybrid - 2 to 4 days onsite per week) Contract Duration: 6-12 Months (Possibility of extension) Overview: The …
Senior Product Manager, Customer Success
Who are we? Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. A place where tech thin…
Pharmacist In Charge
Our Company SpecialtyRx is a Long-Term Care pharmacy providing pharmaceutical services to long term care facilities and assisted living communities. SpecialtyRx takes pride in delivering personalize…