Service Desk Analyst at DISYS

DISYS has an immediate opportunity for a Service Desk Analyst to provide help desk services to our premier aerospace customer. The Service Desk Analyst will support 4,000+ internal users with IT related issues through answering inbound calls and responding to emails and chat sessions to resolve issues or process requests. This is a fast-paced environment requiring excellent customer service skills.

The Service Desk Analyst will:

  • Serve as the first point of contact for customers seeking technical assistance via phone calls, emails, and chat sessions for their computer systems, hardware and software, system accounts, or other IT requests.
  • Monitor and respond quickly to incoming requests.
  • Answer queries and address system and user issues in a timely and professional manner.
  • Train end-users on basic system and computer functions and/or company processes and tools.
  • Troubleshoot customer problems and initiate follow-up and follow-through to resolve customer issues.
  • Understand what excellent customer service is and know how to provide it to a wide range of customers.
  • Record all interactions with customers, including the updates and details discovered during troubleshooting, into the ticketing system.

JOB SPECIFIC REQUIREMENTS AND SKILLS:

  • 3+ years of Help Desk / Service Desk experience as a front-line call-taker in a fast-paced call center environment.
  • Ability to take electronic notes during calls.
  • Experience working with a ticketing system, ServiceNow preferred.
  • Experience in ITSM / ITIL best practices and experience with LANDesk remote assistance tools recommended.
  • Knowledgeable in the support of PC and Mac computers, Operating Systems, encryption software, Smart Phones, Printers, Network and RSA SecurID tokens.
  • Ability to accept and implement coaching and feedback to achieve individual or team performance objectives.
  • Possess excellent verbal communication skills with ability to accurately capture information being provided by customer and document detailed information into the ticketing system.
  • Excellent active listening skills with memory recall.
  • Excellent problem-solving skills through root cause analysis techniques.
  • Excellent customer service and interpersonal skills to deliver the highest possible customer experience.
  • Possess technical aptitude for performing technical tasks to resolve customer issues or escalate as required.
  • Ability to work in a high intensity, stressful environment, and be able to pivot focus to new topics with each customer interaction.
  • Ability to type 55 wpm or more on a regular computer keyboard.
  • Ability to work independently while working from home or as a member of a team, to meet SLA's set forth.
  • Perform other duties as deemed necessary by management to support our customer.

LOCATION and DURATION:

  • This is a REMOTE temporary to permanent position requiring candidates to self-regulate their time while maintaining a monitored, high call volume level. Candidates may live anywhere in the United States and have ability to cover an eight-hour shift between the hours of 6am - 8pm EST, Monday - Friday.

This position requires an active Department of Defense security clearance at the SECRET level or higher OR have the ability to obtain and maintain a security clearance.

U.S. citizens only are eligible for a security clearance and this position.

EDUCATION:

  • High School Degree - required, Associates in Information Technology or related field - preferred
  • IAT Level 1 technical certification, preferred - CompTIA A+ recommended OR ability to obtain certification within six months of start date

OVERALL REQUIREMENTS:

  • Submit/Pass a 10-year Dept. of Defense background check, criminal history, drug screening, and fingerprints
  • Valid driver's license/Real-ID with clean driver's history
  • Applicant must have a strong work ethic, be extremely organized and detail-oriented, be a self-starter with excellent time-management, problem solving, and multitasking skills
  • Applicant must have excellent front-facing / face-to-face customer service skills.
  • Excellent communication skills (in English), both verbal and written, to articulate details in a professional manager.
  • Position may require ability to sit, stand, walk extended distances, bend, stoop, squat and lift to 35 lbs. from the floor to desktop for extended periods of time.

Digital Intelligence Systems, LLC (DISYS) is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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