What are the responsibilities and job description for the Service Desk Analyst position at Keystone Solutions, LLC?
Job Description
Job Description
Salary : 60k / year starting
The Service Desk Analyst serves as the frontline technical support in our managed services environment. In this role, you will be responsible for promptly handling customer inquiries, resolving technical issues, and ensuring adherence to service level agreements (SLAs). You will play a pivotal part in achieving key performance metricssuch as average hold times, call abandonment rates, resolution times, and first call resolution rateswhile contributing to overall customer satisfaction and operational efficiency.
Key Responsibilities :
- Customer Support & Ticket Management :
Provide first-level technical support via phone, email, and chat.
Log and track support tickets using our PSA / ticketing system.
Escalate complex issues to the appropriate technical teams in a timely manner.
Manage incoming calls efficiently, ensuring prompt response times and minimal hold periods.
Monitor key call metrics, including average hold time, call abandonment rate, average answer time, and first call resolution rates.
Ensure SLA adherence by meeting established response and resolution targets.
Diagnose and troubleshoot common hardware, software, and network issues.
Utilize knowledge base resources and standard operating procedures to resolve issues efficiently.
Follow up with customers to verify resolution and document outcomes.
Generate and review performance reports on service desk metrics, highlighting trends and areas for improvement.
Collaborate with team members and management to refine processes based on data insights (e.g., SLA trends, call metrics).
Provide feedback on recurring issues and contribute to proactive service improvements.
Work closely with other technical teams (e.g., Network Administration, Virtual CIO) to resolve escalated issues.
Participate in regular team meetings, training sessions, and quality reviews to stay updated on best practices and new technologies.
Qualifications :
Proven experience in a service desk or technical support role, ideally within an MSP or IT services environment.
Solid understanding of IT infrastructure, including hardware, software, networking, and common operating systems.
Familiarity with PSA tools and ticket management systems.
Excellent verbal and written communication abilities.
Strong customer service orientation and problem-solving skills.
Ability to work under pressure and meet key performance targets, such as SLA adherence and call metrics.
Analytical skills to assess performance data and recommend process improvements.
ITIL, CompTIA A , Network , or similar certifications.