[Remote] Service Desk Analyst I (Shift Sat-Wed 4pm-1am EST), Req#1299

Note: The job is a remote job and is open to candidates in USA. ePlus inc. is a technology company that values collaboration and innovation, and they are seeking a Service Desk Analyst I. In this role, you will provide Level 1 technical assistance to customers by answering support calls and responding to emails, ensuring timely problem resolution and excellent customer service.

Responsibilities

• Provide excellent customer service to our customers, at all times
• Respond to customer inquiries in person, electronically and via phone
• Troubleshoot, problem solve and resolve customer issues
• Document, track and monitor problems to ensure resolution in a timely manner
• Work in a team environment and participate positively with the team
• Update customers when issues are resolved
• Update relevant issue tracking systems appropriately
• Mentor and/or train Service Desk Analyst’s

Skills

• High School diploma required
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Knowledge of relevant call tracking applications; ServiceNow experience a plus
• One year of Customer Service experience required
• Strong verbal communication skills
• Strong written communication skills
• Must be motivated towards constantly improving their technical skills
• Knowledgeable in use of MS Excel, Word, Outlook
• Any one of the following: Two years of Service Desk / Help Desk experience, An associate degree (minimum), Any relevant IT certification

Benefits

• Commissions and discretionary bonuses
• Full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered

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