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Overview

We are searching for a technically proficient and customer-oriented Service Desk Analyst to join our dynamic support team. This role involves providing immediate assistance to end users across multiple service areas in a structured, fast-paced environment. The position requires flexibility to work extended hours including weekends and holidays as part of a rotating schedule.

Key Responsibilities

Serve as the initial point of contact for customer technical issues, delivering timely resolutions.
Escalate unresolved problems appropriately to higher-level support.
Manage and route issues to the relevant teams for resolution.
Maintain accurate customer records and generate activity reports.
Guide users through troubleshooting procedures effectively.
Follow up with users to ensure problems are fully resolved and provide constructive feedback.
Consistently deliver excellent customer service that exceeds expectations.
Ensure thorough documentation and proper case closure.
Suggest improvements to existing processes and procedures.
Continuously enhance your knowledge of service desk products, services, and protocols.

Working Hours

Monday to Friday: 7:00 AM – 7:30 PM CST
Saturday: 6:00 AM – 6:30 PM CST
Sunday: 6:00 AM – 5:30 PM CST

Applicants must be available for rotating shifts within these times, including weekends and public holidays, as required.

Compensation & Contract

Hourly pay: 6.50 USD
Payments made weekly in arrears
Independent contract position

Technical Requirements

A stable wired fiber optic Ethernet internet connection is mandatory (Wi-Fi only connections will not be accepted)
A backup power source, such as UPS or inverter, to ensure uninterrupted connectivity
Quality professional headset with microphone for clear communication
Dual monitor setup is preferred for enhanced productivity and workflow management

Hiring Process

Resume review accompanied by a pre-screening questionnaire
Mandatory one-way video interview
Live pre-screen interview conducted via Teams
Final client interview via Teams

Only candidates who complete the questionnaire and one-way video interview will proceed in the hiring process. Please submit resumes in English.

Required Experience & Qualifications

High school diploma, GED, or equivalent in Science, IT, or related discipline, or equivalent professional experience in IT/Desktop Support
At least two years of experience in an End User Services role
Strong composure and customer focus during technical troubleshooting
Capability to prioritize and multitask in a demanding environment
Proven ability to collaborate effectively within team settings
Flexible availability including holidays and weekends
Proficiency in spoken and written English
Basic proficiency with hardware, software, and user provisioning/administration
Skills in troubleshooting and problem-solving
Experience managing Windows and iOS operating systems
Knowledge of infrastructure tools such as Meraki, O365, Azure AD, Workspace One, and Bomgar
Familiarity with Service Desk software, specifically ServiceNow
Understanding of ITIL and service management methodologies
Effective communication skills with technical teams, business partners, and users
Strong organizational skills to handle multiple tasks with attention to quality and detail

Preferred Experience

Background in help desk or customer support roles
Experience with computer networking and internet applications

Remote IT Service Desk Analyst