仕事内容

About the Role

We are looking for a technically adept and customer-oriented Service Desk Analyst to join a dynamic support team that assists end users across multiple service domains. This position suits individuals with previous IT support or Service Desk experience who enjoy diagnosing technical problems, assisting users, and participating in an organized support framework.

Key Responsibilities

Serve as the initial point of contact, delivering resolutions to customer inquiries.
Escalate unresolved issues appropriately to higher support tiers.
Monitor, direct, and reroute issues to appropriate teams.
Maintain and update customer data, along with preparing activity reports.
Guide customers step-by-step through troubleshooting procedures.
Follow up with customers, provide updates, and ensure problems reach resolution.
Exhibit excellent customer service skills exceeding customer expectations.
Ensure accurate documentation and proper closure of cases.
Suggest improvements to support processes and procedures.
Continuously enhance knowledge of Service Desk methodologies, products, and services.

Work Schedule Requirements

Must be fully flexible to provide support within the following hours:
Monday-Friday: 7:00 AM - 7:30 PM CST
Saturday: 6:00 AM - 6:30 PM CST
Sunday: 6:00 AM - 5:30 PM CST
Availability for rotating shifts, including weekends and holidays, is essential.

Compensation and Contract

Hourly pay rate of $6.50 USD
Payments issued weekly in arrears
Engagement as an independent contractor

Technical Requirements (Must-Have)

Reliable wired fiber Ethernet internet connection (Wi-Fi not acceptable)
Backup power source such as UPS or inverter
Professional headset equipped with a microphone
Preferred dual monitor workstation to enhance productivity and workflow

Application and Hiring Process

Resume screening and prequalification questionnaire
One-way video interview
Live prescreen interview conducted via Teams
Final client interview over Teams
Note: Only applicants completing the questionnaire and video interview will proceed further.
Application materials must be submitted in English.

Required Qualifications and Experience

High school diploma, GED equivalent, or relevant professional IT/desktop support experience
At least 2 years in an end user services role
Ability to remain calm and focused while resolving technical problems
Strong multitasking and prioritization skills in fast-moving environments
Proven teamwork capabilities
Willingness to work flexible schedules including holidays and weekends
Fluent English communication skills, both written and spoken
Basic knowledge of hardware, software, and user account management
Fundamental troubleshooting and problem-solving skills
Experience working with Windows and iOS systems
Familiarity with infrastructure tools like Meraki, Office 365, Azure AD, Workspace One, and Bomgar
Knowledge of Service Desk platforms such as ServiceNow
Understanding of ITIL frameworks and service management principles
Effective communication with technical teams, stakeholders, and end users
Ability to manage multiple priorities with attention to detail and quality

Preferred Experience

Previous roles in helpdesk or customer support environments
Experience with networking and internet-related software

Remote IT Service Desk Analyst