[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 pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team.

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.

Essential Duties and Responsibilities

• 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 using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support.
• Use screen sharing and remote-control tools to properly vet, collect, and evaluate the customer’s reported issue.
• Properly ticket 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.
• Dependable team player who works collaboratively and cooperatively with others.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Always display professionalism with team members and end-users.
• Ability to function well in a high-paced and sometimes stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues.
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills.

Requirements

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

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.
• 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.