Service Desk Analyst
6 days ago
We are seeking a highly skilled and customer-focused Service Desk Analyst to provide bilingual Level 1 technical support to our clients in an efficient and accurate manner.
Key Responsibilities- Provide general IT end-user support, including troubleshooting hardware and software issues, resetting passwords, and answering "how-to" questions.
- Interact with customers via phone, email, chat, and one-on-one to identify and diagnose technical issues and problems.
- Escalate unresolved issues to the next level of support with strong supporting documentation.
- Analyze the impact and urgency of customer issues and prioritize accordingly.
- Recommend procedure modifications or improvements to enhance customer experience.
- Meet performance metrics and targets for daily individual work goals and team monthly metrics.
- Bilingual in both Korean and English languages.
- Ability to work weekdays from 4:00am - 12:00pm EST.
- 6-12 months' experience in a Service Desk role and/or technical support role.
- 6-12 months of customer service experience in a professional industry.
- High School Diploma or GED.
- Strong troubleshooting and documentation skills.
- Excellent customer service skills.
- Strong attention to detail and strong communication skills (both written and oral).
- Excellent work ethic.
- Problem-solving skills.
- Solution-driven.
- Associate degree preferred in a related field.
This is a sedentary role that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.
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