Service Desk Analyst
Service Desk Analyst
Location: Brewton, AL
Position Overview:
This position will primarily receive customers’ incidents and requests by phone or through the ticket system. Providing daily support over the phone, adhering to agreed SLAs, and keeping the customers informed of actions taken to address their problem are foundational to the success of the support analyst. The Support Analyst must provide exceptional customer service, have a strong understanding of operating systems, and be able to work in a demanding retail environment. Collaborating with other support teams in providing technology support is fundamental.
Key Responsibilities:
- Provide first-level technical support for hardware, software, network, and peripheral issues.
- Troubleshoot desktops, laptops, mobile devices, printers, and network connectivity.
- Support user accounts, access, and security following company policies.
- Document and track incidents and service requests in the ticketing system.
- Install, configure, and maintain end-user software and equipment.
- Provide remote support and deliver excellent customer service.
- Escalate complex issues to higher-tier IT teams as needed.
Qualifications:
- Excellent team collaboration and interpersonal skills.
- Able to work with a minimum of supervision.
- Excellent customer service skills.
- Experience working with ticketing systems (JIRA, Salesforce, ServiceNow).
- Familiarity with Active Directory, Google Workspace, and MS Office 365.
- Experience with remote support tools (LogMeIn, ConnectWise, Remote Desktop, etc.)
- Experience working with call routing tools (Five9, RingCentral, MS Teams, Zoom, etc.)
Applications will be accepted through May 4th
