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    Service Desk Analyst - New York, United States - Franklin Fitch

    Franklin Fitch
    Franklin Fitch New York, United States

    2 weeks ago

    Default job background
    Description
    Service Desk Agent (L2) | 6 mo Contract, W2 | Rate DOE | Remote, Texas

    Are you an aspiring IT professional looking to promote their career?

    Do you want to have access to cutting-edge AI technologies to build on your foundational skills?


    Our client is looking for a motivated individual to join a technical team in their new partnership with a Digital AI company.

    You will use the customer tools to handle contact from end users, document troubleshooting, resolve issues independently or escalate accordingly.

    You will carry out the initial triage of incidents and manage incoming tickets. Your time management and organizational abilities will be essential for success in this role.

    Experience
    Bachelor's degree in Business Administration, Computer Science, or related field
    1 year of technical customer service experience
    1 year of hands-on experience with inbound phone calls
    Knowledge of network, server, and software methods
    2-4 years customer service in a fast-paced environment
    Experience with ticketing systems (ex. Salesforce)
    Experience with MS Teams and Outlook
    Ability to complete high level work at the computer
    Experience working towards SLAs and KPIs
    Experience responding to complex tickets over the phone and email from customers and clients (E.g., insurance claims, prescriptions, e-commerce, payment processing, order status, etc.)

    This company is building their new office in Austin, TX, so while the role is remote it would be beneficial to be near the area for occasional visits to their brand new facilities and meeting the team

    If this is of interest to you, please do not hesitate to apply.
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