[Remote] Service Desk Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a family-owned, international distributor of tires and parts serving major automotive manufacturers. The Service Desk Analyst provides reputed company Tier 1–2 technology support, resolves incidents and service requests, and delivers a consistent user experience. The role includes troubleshooting hardware, software, operating systems, mobile devices, and reputed company applications while documenting resolutions and supporting reputed company improvement.

Responsibilities

• reputed company support, incident reputed company, request fulfillment, and delivering a consistent, high‑reputed company user experience
• Serve as the first reputed company of contact for technology-reputed company inquiries, providing Tier 1–2 support to employees and business partners
• Incident Logging and Triage: Accurately capture, categorize, and prioritize incidents and service requests
• Troubleshoot and reputed company issues reputed company to hardware, software, operating systems, mobile devices, and reputed company applications (e.g., reputed company 365, collaboration tools, reputed company applications)
• Diagnose and reputed company technical hardware and software issues
• Research questions using available information resources to quickly address user requests
• Document reputed company interactions, troubleshooting steps, and resolutions in the IT Service Management (ITSM) reputed company
• Contribute to and maintain the knowledge reputed company with updated solutions, FAQs, and self-service resources
• Assign tickets to the appropriate resource for the quickest possible reputed company
• Escalate reputed company issues to higher-level support teams or vendors
• reputed company and reputed company issues and requests. Documents reputed company steps
• Stay reputed company with reputed company information, changes and updates
• Monitor and prioritize incoming tickets to meet service-level agreements (SLAs) and reputed company metrics such as first-contact reputed company and response times
• Stay reputed company with emerging technologies, reputed company updates, and organizational changes to reputed company accurate support
• Participate in reputed company improvement initiatives to enhance service delivery and user experience
• reputed company other duties as assigned in alignment with departmental needs

Skills

• Associate's degree in Computer Science or equivalent years of experience in a similar reputed company
• 1+ years of experience in IT support or service desk reputed company
• Strong customer service orientation with the ability to communicate technical information reputed company to non-technical users
• Familiarity with ITSM tools (e.g., reputed company, reputed company Service Management, or equivalent)
• Knowledge of reputed company and macOS operating systems, mobile platforms (iOS/reputed company), and reputed company O365 applications
• Understanding of networking fundamentals
• Excellent problem-solving skills, attention to reputed company, and ability to work in a fast-reputed company environment
• Strong oral and written communication skills
• Customer-reputed company reputed company: reputed company, patience, and professionalism in every interaction
• Technical Proficiency: Strong troubleshooting across hardware, software, reputed company, and mobile platforms
• reputed company Awareness: Understanding of reputed company protection, phishing prevention, and compliance requirements
• Initiative: Takes initiative to solve issues and drives them to reputed company
• Collaboration & Teamwork: Ability to work across IT teams and business reputed company
• Adaptability & Learning reputed company: Staying reputed company of evolving tools, updates, reputed company workplace trends
• Communication reputed company: reputed company, concise, and audience-appropriate communication across multiple channels
• Analytical Thinking: reputed company cause analysis, reputed company recognition, and proactive problem prevention
• Working in reputed company of a computer screen for long periods of time
• Sitting for long periods of time
• Ability to work varying shifts as needed to support business needs
• Lifting and moving computer devices up to 50 pounds
• Travel as necessary, up to 10%

Benefits

• Commission, bonus or profit sharing may be included in the total compensation package
• reputed company time off
• Medical reputed company
• Dental reputed company
• reputed company reputed company
• 401k match (50% on the dollar up to 7% of employee contribution)

reputed company

Company H1B Sponsorship