[Hiring] Associate Analyst, Service Desk @K2 Services

Role Description

Jumpstart your career in the dynamic Legal/IT sector with Opensity Solutions as a Service Desk Analyst! We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients. Opensity prepares you to work in a fast-paced, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team. Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract. The position comes with an array of benefits. This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule. We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 2nd and 3rd shift preferred.

The Service Desk Analyst provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills.

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue.
• Properly ticketing all customer requests with detailed information regarding the issue reported.
• Maintain a regular and reliable level of attendance.

Qualifications

• High School Diploma or equivalent.
• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst’s success.
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Always display the utmost professionalism with team members as well as end-users.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.

Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Will require Intune “Mobile Device Management” software installed on a personal device(s).

Benefits

• This position comes with an array of benefits.