Service Desk Analyst

Job Overview:


We are seeking a highly capable service desk analyst who will be responsible for inbound calls and tickets from Cortavos managed services customers. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The Service Desk Analyst will spend the majority of their day performing remote support and composing knowledge base articles, while working from our Marietta, GA location. The ideal candidate will take an empathetic approach when communicating with customers, and relay technical questions and solutioning in a patient, polished, and professional manner.

This position reports directly to the Service Desk Manager.


Responsibilities:

• Act as the primary point of contact for support inquiries through calls or emails; efficiently create tickets and manage escalations.
• Provide on-site support in Azusa, ensuring streamlined operations and building strong client rapport.
• Actively engage with the remote support team based in Marietta, GA, contributing to and benefiting from the collective expertise.
• Offer a blend of on-site and remote support, including but not limited to configuring Outlook and OneDrive, printers, and resolving networking issues.
• Efficiently manage tickets, monitor ongoing cases, ensure timely resolutions, and maintain transparent communication with clients.
• Maintain and update client information in Cortavo Knowledgebase and Autotask.
• Work closely with Engineering Team Leads and Technical Support to refine skills and address more complex issues.
• Contribute to and update knowledge base articles, enhancing the collective intelligence of the Managed Services team.
• Engage in continuous learning to contribute actively to your professional growth within Cortavo.
  
  

Required Skills & Qualifications:

• Bachelor of Science in a related field.
• 2+ years of experience in IT service desk and customer service.
• Familiarity with network devices and Microsoft 365.
• Proficiency in Windows 10, Microsoft Office Suite, Microsoft Teams, and Google Suite.
• Experience with service desk ticketing systems, such as Autotask and Datto RMM.
• Exceptional communication skills, empathy, strong organizational skills, and the ability to manage time and multitask effectively.
  
  

Additional Qualifications:

• Microsoft Certification and experience with IT hardware, software, and managed services technology are a plus.
  
  

Estimated Usage of Time:

• 70% Managed Services service desk support.
• 20% New Customer Onboarding Activities.
• 10% Employee Improvement and Professional Development
  
  

Work Environment

• Competitive salary, as well as employer, contributed health benefits
• Unlimited paid time off
• Access to a Company cell phone plan
• A seat on an energetic team that collaborates and pushes each other to be better
• A fast-paced but cooperative environment with endless potential for growth
• Celebration events for team and Company successes throughout the year

Flexible work from home options available.