[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 services, and they are seeking a Service Desk Analyst Level 1 to deliver first line support for clients. The role involves troubleshooting technical issues related to hardware, software, and network, while ensuring exceptional customer service and adherence to standard processes.

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
• One or more years of technical training in computer support preferred
• 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

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.

Company H1B Sponsorship

Pomeroy has a track record of offering H1B sponsorships, with 2 in 2024, 1 in 2023, 2 in 2022, 2 in 2021. Please note that this does not guarantee sponsorship for this specific role.