Service Desk Analyst I - Req#1279 (Shift Tue - Sat 9am-6pm ET)

About this role

Overview

*Candidates must be located in or near the Virginia Beach, Virginia area*

*Shift: Tuesday - Saturday 9:00 AM - 6:00 PM EST*

As a Service Desk Analyst I, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 1 technical assistance directly to the ePlus customer base. You will provide accurate and efficient problem diagnosis, description and tracking through resolution.

For remote/hybrid positions: an essential function of this position is that you be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners; this position also requires that you maintain reliable high speed internet access (currently defined as upload/download speeds of at least 50 Mbps download / 15 Mbps upload) and reliable cell phone service.

Your Impact

The essential functions of this position include:

• Provide excellent customer service to our customers, at all times

• Respond to customer inquiries in person, electronically and via phone

• Troubleshoot, problem solve and resolve customer issues

• Document, track and monitor problems to ensure resolution in a timely manner

• Work in a team environment and participate positively with the team

• Update customers when issues are resolved

• Update relevant issue tracking systems appropriately

• Mentor and/or train Service Desk Analysts

Qualifications

• High School diploma required

• Working knowledge of fundamental operations of relevant software, hardware and other equipment

• Knowledge of relevant call tracking applications; ServiceNow experience a plus

• One year of Customer Service experience required

• Strong verbal communication skills

• Strong written communication skills

• Must be motivated towards constantly improving their technical skills

• Knowledgeable in use of MS Excel, Word,…