Help Desk Analyst

Role Title: Help Desk Analyst

Location: Remote

Shift Timings: Help Desk Analyst MUST have ability to operate in shifts outside standard working hours.

Night shift during the week: 8 PM to 5 AM

Weekend shifts: One of the 3 below shifts.

- 5 AM to 1 PM

- 1 PM to 9 PM

- 9 PM to 5 AM

Agents who are slotted to work a shift on Saturday will work the same shift on Sunday.

Required Skills:

• ITIL Service Management; Information Technology (IT);Service Desk; Call Triage and incident creation; previous ServiceNow experience is required.
• **MUST have ability to operate in shifts outside standard working hours.

Preferred Skills: Experience with reporting creation within ServiceNow.

Responsibilities

1) Field incoming user communication via phone call or email, perform initial support and analysis to understand classification and issue.

2) Create and assign incidents in ServiceNow to associated assignment groups based on the nature of the issue.

3) Monitor the status and progress of issues towards resolution and communicate to relevant parties on incident progress.

4) Experience working with cloud-based telephony system a plus

Job Type: Full-time

Salary: $21.37 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Weekends as needed

Experience:

• Help desk: 4 years (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: Remote