[Remote] Service Desk Analyst Level 1

Note: The job is a remote job and is open to candidates in USA. Pomeroy is a company that provides IT support services, and they are seeking a Service Desk Analyst Level 1 to provide first line support for clients. The role involves troubleshooting technical issues, documenting client interactions, and collaborating with team members to deliver exceptional customer service. Responsibilities • Provide exceptional and professional customer service to our clients • Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool • Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools • Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management • As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups • Collaborate effectively with other service desk team members • Participate in ongoing training for service desk operations • Work on projects or tasks assigned by leadership Skills • High school diploma or G.E.D. • Two or more years of technical or customer support experience • Experience working with company products and operating systems • Experience with solving computer related problems • Experience working with company escalation policy • Interpersonal skills to interact with customers and team members • Good communication skills • Organization skills to balance and prioritize work • Analytical and problem-solving skills • Ability to work in a remote team environment • Access to high-speed internet with a minimum 15 Mbps download speed and minimum 15 Mbps upload speed. • A dedicated work area that is free from distraction and allows security for customer/client information. • Use of Pomeroy/client issued desktops/laptops only. Personally owned peripheral devices (monitors, keyboards, mouse, etc.) may be used, providing they are compatible with Pomeroy's equipment. • One or more years of technical training in computer support preferred Company Overview • Technology is mission-critical to your business so it must work — continuously. It was founded in 1982, and is headquartered in Hebron, Kentucky, USA, with a workforce of 1001-5000 employees. Its website is http://www.pomeroy.com. Apply tot his job Apply To this Job