IT Service Desk Analyst

As an analyst of the IT Service Desk, you will be a Single Point of Contact for Users and Customers for support of all IT Services delivered. The analyst will be expected to communicate with users via multiple methods, including a ticketing system, Slack, VOIP, email, and Web interaction. The analyst will categorize, classify, and prioritize tickets and then assist clients with 1st level support. The Analyst is responsible for documenting the ticketing system's troubleshooting steps and contact information. The analyst will also be responsible for forwarding tickets to other groups or agents.

The qualified candidates will possess the following skills:

Use a ticketing system such as FreshService to create tickets, categorize, prioritize, and resolve tickets
Monitor Freshservice Network Group for any raised issues.
Troubleshooting experience (Password reset, PC/MAC general troubleshooting experience)
Monitoring Network status and reporting immediately in the event of outages.
Reboot network devices to restore functionality.
Troubleshooting Mac computers
Excellent grasp of the English language and excellent grammar skills
Able to prioritize and multi-task
Ability to maintain communication with the team through chat all day.
Excellent Customer Service Skills
Excellent Written and Verbal Communication skills
Willing to work different shifts.
Ability to follow written and oral direction
Knowledge of MDM and RMM Systems would be preferred.
Basic knowledge of Mac OS.

You are required to have a solid internet connection, a microphone, and a PC. This is a work-from-home position, so you must have a quiet space to work. You must have basic knowledge of how to use a Mac.

This is a contract part-time job, 24 hours per week, with 16 hours on the weekends and 8 hours during the week.

If you have the experience and are interested in growing with our company, please apply for the position and include your resume. Submit to Upgrade to see actual info