Description JOB SUMMARY The primary purpose of the Service Desk Analyst is to handle client inquires and resolve the client issues in a timely manner while providing outstanding customer service PRIMARY DUTIES & RESPONSIBILITIES • Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues. • Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines); • Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources • Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools • Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines) • Escalate unresolved issues to the appropriate channels • Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner. OTHER DUTIES • Performs other duties as assigned by management • Provide backup support to other team members • Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values. Requirements Bachelor’s degree is a must 2 years of general office experience 2 years of customer service experience · Dexterity in using the computer keyboard and mouse while seated at a desk is required. Specific vision abilities required by this job include close vision, depth perception and ability to focus. · Ability to perform computer functions and to operate basic office equipment. · Must be able to speak English clearly and be articulate via calls; be able to read and write English.