Service Desk Analyst

Encore Technologies

Service Desk Analyst Cincinnati, Ohio

Job Description – Service Desk Analyst Level 1


Responsible for providing front line support for customers by adhering and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general computing.


  • Provide best in class customer experience to our customers
  • Document all customer contacts into various ITSM tools
  • Troubleshoot, diagnose and resolve applications, general compute issues using knowledge base or support tools
  • Provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management
  • As technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups
  • Collaborate with service desk co-workers through inclusion
  • Be present and participate in ongoing training for service operations
  • Work on projects and/task assigned by leadership


  • Associates degree in Information Technology or 2 years equivalent experience in a technology-related field preferred
  • Prior experience in a customer service role
  • Strong verbal and written communication skills
  • Strong interpersonal skills and telephone etiquette
  • Problem-solving skills
  • Experienced and capable of dealing with fast pace and high-stress work environment
  • Experienced and capable of adjusting to changing processes, procedures, and workday
  • Must be able to handle up to 45 customer calls a day on various configuration items and complexity
  • Experience and proficient in all Microsoft’s currently supported O/S
  • Experienced and proficient in messaging systems, Microsoft Outlook and Gmail
  • Willingness to work flexible and changing hours including evening, weekend, and holiday hours

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Job Description – Service Desk Analyst Level 1

Must have access to a personal computing device, high-speed internet connection and have private telephone service available for company use if required

Position requires the ability to work various hours Monday through Sunday

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients, and Vendors. Incumbent must maintain composure in a fast-paced, high-quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.

Tagged as: Service Desk Analyst