Service Desk Analyst

Description

Position at Zones LLC. Company Overview : When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’sreally onlyone : Zones – First Choice for IT.TMZones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & DataCenter, Networking, Security, and Managed / Professional / Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC onTwitter @Zones, and LinkedIn and Facebook.Position Overview : To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest. To ensure user queries or issues are captured, validated, and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels.What you’ll do as the(L1- Service Desk) : The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonableaccommodationsmay be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for customers seeking technical assistance through various channels like phone, chat & email.
• Experience in Core IT Support, Addressing Clients Worldwide(24
• 7).
• Experience troubleshooting and configuring desktop hardware and associated peripherals.
• Ability to work in a team environment and communicate effectively through chat systems (. Microsoft teams, Skype)
• Working knowledge of computer operating systems (Windows), hardware diagnosis / set up, and software installation / troubleshooting.
• Experience working in a fast-paced environment.
• Strong customer service experience.
• Excellent communication skillsismust.
• Ability to multitask well.
• Real time Ticket creation and documentation.
• Ability to perform tasks within SLAs.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the SOP’s / KB’s related to the issue and the relevant details provided by customers.
• Walk the customer through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures & KB articles.
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues faster.
• 24 / 7 rotational shift.

Whatyou willbring to the team :

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, weare just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of lifeand aflexible leave policy to balance their work life.

At Zones, work is more than a job – it's anexciting careerimmersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!