The Service Desk Analyst is the first point of contact for customers at private inspection facilities, providing high-quality support via phone, email, and in person. This role focuses on resolving technical and account-related issues efficiently, aiming for first-contact resolution whenever possible. Complex issues are escalated to Tier 2 or Tier 3 support as appropriate, while consistently maintaining a high standard of customer service. Responsibilities include but are not limited to the below.
Customer Support & Issue Resolution
Respond to and resolve customer inquiries using available tools and resources
Escalate issues or assign Field Service Representatives (FSRs) when needed
Route inquiries appropriately based on escalation procedures
Assist with Drawdown account setup and replenishment
Process Return Authorizations (RA) and Sales Orders (SO)
Support billing with collections and inventory-related returns
Provide inbound and outbound sales support
Provide assistance with occasional upselling efforts
Technical Assistance & Website Guidance
Adhere to documented troubleshooting standards on all calls
Guide customers through website functionality, including:
Inspector assignments
Access to system resources
Facility/Inspector license applications and renewals
Assist customers with regulation questions (reading them to the customer, not interpreting them)
Operational Efficiency & Collaboration
Adhere to Service Level Agreements (SLAs) and understand revenue impact
Collaborate with peers during high-volume periods to ensure service continuity
Generate and maintain reports as required
Assist in formulating knowledge base, user guides and tips for future reference to achieve faster service and more efficient processes
Re-route calls as necessary
Program & Motorist Support
Provide appropriate information and documentation for motorist regarding:
10 Day extensions
Waivers
Any additional program assistance available (OBD escalations)
Send requested documentation to customers via:
Email
Mail
Fax
Assist customers with regulation questions (reading them to the customer, not interpreting them)
Assist with onboarding and mentoring of new team members
Demonstrate professionalism and lead by example
Provide backup support to other analysts as required
The ability to interact well with both employees and difficult customers during situations requiring tact and persuasion
Perform other duties as assigned
Working Conditions
Office-based position involving computer and phone use
Collaborative environment with Tier 1–3 Analysts and other support staff
May involve occasional special projects or additional responsibilities as assigned
Requirements
Strong analytical and problem-solving skills
Effective written and verbal communication
Ability to manage challenging interactions with professionalism
Team-oriented and adaptable in a dynamic support environment
Organized with strong time management and multitasking capabilities
Proactive, creative thinker with customer-first mindset
Qualifications
Associate degree in Computer Science or related field (preferred)
Industry recognized certifications or equivalent experience also considered
Minimum 2 years in a help desk
Proficiency in Windows OS and Microsoft Office suite
NetSuite knowledge a plus (will train)
In-depth knowledge of computer systems strongly preferred
Experience with accounting or ERP software preferred (NetSuite a plus)
SQL and Oracle experience beneficial but not required
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Customer Support & Issue Resolution
Respond to and resolve customer inquiries using available tools and resources
Escalate issues or assign Field Service Representatives (FSRs) when needed
Route inquiries appropriately based on escalation procedures
Assist with Drawdown account setup and replenishment
Process Return Authorizations (RA) and Sales Orders (SO)
Support billing with collections and inventory-related returns
Provide inbound and outbound sales support
Provide assistance with occasional upselling efforts
Technical Assistance & Website Guidance
Adhere to documented troubleshooting standards on all calls
Guide customers through website functionality, including:
Inspector assignments
Access to system resources
Facility/Inspector license applications and renewals
Assist customers with regulation questions (reading them to the customer, not interpreting them)
Operational Efficiency & Collaboration
Adhere to Service Level Agreements (SLAs) and understand revenue impact
Collaborate with peers during high-volume periods to ensure service continuity
Generate and maintain reports as required
Assist in formulating knowledge base, user guides and tips for future reference to achieve faster service and more efficient processes
Re-route calls as necessary
Program & Motorist Support
Provide appropriate information and documentation for motorist regarding:
10 Day extensions
Waivers
Any additional program assistance available (OBD escalations)
Send requested documentation to customers via:
Fax
Assist customers with regulation questions (reading them to the customer, not interpreting them)
Assist with onboarding and mentoring of new team members
Demonstrate professionalism and lead by example
Provide backup support to other analysts as required
The ability to interact well with both employees and difficult customers during situations requiring tact and persuasion
Perform other duties as assigned
Working Conditions
Office-based position involving computer and phone use
Collaborative environment with Tier 1–3 Analysts and other support staff
May involve occasional special projects or additional responsibilities as assigned
Requirements
Strong analytical and problem-solving skills
Effective written and verbal communication
Ability to manage challenging interactions with professionalism
Team-oriented and adaptable in a dynamic support environment
Organized with strong time management and multitasking capabilities
Proactive, creative thinker with customer-first mindset
Qualifications
Associate degree in Computer Science or related field (preferred)
Industry recognized certifications or equivalent experience also considered
Minimum 2 years in a help desk
Proficiency in Windows OS and Microsoft Office suite
NetSuite knowledge a plus (will train)
In-depth knowledge of computer systems strongly preferred
Experience with accounting or ERP software preferred (NetSuite a plus)
SQL and Oracle experience beneficial but not required
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