[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. ECCO Select is hiring a Service Desk Analyst I to provide front-line support for applications, products, and services to internal and external customers. The role responds to routine questions and technical issues, documents tickets in Jira Service Desk, assists with user access, and escalates complex issues while protecting sensitive information.

Responsibilities

• Provide first-level support for applications, products, and services for internal and external customers
• Respond to routine customer questions and basic technical issues by phone, email, chat, and Slack in a timely and professional manner
• Create and maintain accurate ticket documentation, including incidents, service requests, and resolutions, in Jira Service Desk
• Support user access tasks such as password resets, account unlocks, and basic account assistance by following established procedures
• Handle calls and tickets across assigned queues, resolve routine issues independently, and escalate non-routine issues to the appropriate support teams
• Protect confidential information and follow security and privacy requirements when handling customer and organizational data
• Contribute to team success by sharing feedback, following standard procedures, and identifying opportunities to improve customer service and documentation

Skills

• Associate's degree from a two-year college or technical school, or an equivalent combination of education and relevant experience
• Working knowledge of Jira Service Desk or a similar ticketing system for ticket intake and documentation
• Basic proficiency with web browsers, Microsoft Office Suite/365, and the ability to learn quickly
• Ability to support customers through phone, email, chat, and Slack
• 1+ years of call or contact center experience

Benefits

• This position qualifies for a fully remote schedule, though you may be required to come into the office for ongoing meetings, events or training.

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