Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, Zones has mastered the science of building digital infrastructures that change the way business does business.
Service Desk Analyst
Location
United States
Posted
5 days ago
Salary
$23 - $25 / year
Seniority
Mid Level
No structured requirement data.
Job Description
Service Desk Analyst
Zones LLC.
Role Description Term: 6 months Location: 100% remote but must reside in either Winston-Salem, NC or Charlotte, NC Pay: $25/hr Hours: M-F 8-5pm What you will do as the Service Desk Analyst: - Client Interaction: Respond to incoming service requests via phone, email, and chat in a professional and courteous manner. - Incident Management: Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation. - Troubleshooting: Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions. - Escalation: Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication. - Knowledge Base: Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team. - Customer Service: Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction. - Follow-Up: Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience. - Documentation: Document solutions and procedures for future reference and improve operational processes. - Compliance: Adhere to company policies and procedures, including data protection and security guidelines. Qualifications - Education: High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus. - Experience: Previous experience in a customer service role, call center work environment, or technical support position is preferred. - Technical Skills: Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals. - Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users. - Problem-Solving: Demonstrated ability to troubleshoot and resolve technical issues effectively. - Customer Focus: Commitment to providing excellent customer service and maintaining positive client relationships. - Teamwork: Ability to work well in a team environment and collaborate with colleagues and other departments. Benefits - Comprehensive benefits package that includes medical coverage. - State-mandated sick leave. - Other benefits designed to support well-being and work-life balance.
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