Service Desk Analyst
Zones, LLC, Richardson, TX, United States
Company Overview
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT. Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.
Position Overview As a Service Desk Analyst, you will be the first point of contact for clients seeking support and assistance with their IT services. Your primary responsibility will be to provide timely and effective solutions to common technical issues, ensuring a high level of customer satisfaction. This role requires a strong understanding of IT fundamentals, excellent communication skills, and the ability to troubleshoot and resolve problems efficiently.
The role supports a 24/7 Service Desk, and candidates must be willing to work varied shifts, weekends, and holidays as needed.
Job Responsibilities
Client Interaction
Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
Incident Management
Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
Troubleshooting
Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
Escalation
Identify and elevate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
Knowledge Base
Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
Customer Service
Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
Follow-Up
Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
Documentation
Document solutions and procedures for future reference and improve operational processes.
Compliance
Adhere to company policies and procedures, including data protection and security guidelines.
Required Qualifications
Education
High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
Experience
Previous experience in a customer service or technical support role is preferred, but not required.
Technical Skills
Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals. Strong experience using ServiceNow.
Communication Skills
Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
Problem‑Solving
Demonstrated ability to troubleshoot and resolve technical issues effectively.
Customer Focus
Commitment to providing excellent customer service and maintaining positive client relationships.
Teamwork
Ability to work well in a team environment and collaborate with colleagues and other departments.
Shift Information
This position requires flexibility in shift scheduling, which could change depending on the needs of the business. Shifts could include day, evening, and overnight hours, including weekends and holidays. A willingness to adapt to varying shift requirements is essential.
Compensation The pay range for this role is $18.00 to $20.00 per hour, depending on experience, education, and technical certifications.
Benefits Zones offers a comprehensive benefits package. Our team members enjoy medical, dental, and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, paid time off and personal sick leave in compliance with individual state requirements.
Additional Information At Zones, work is more than a job – it is an exciting career on a global team that is client centric, passionate about technology, embraces change, and values lifelong learning. Zones is also a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, providing a diverse community.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.
Zones participates in E‑Verify. E‑Verify is a system that compares information from an employee’s Form I‑9 to federal records to confirm eligibility to work in the United States.
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Position Overview As a Service Desk Analyst, you will be the first point of contact for clients seeking support and assistance with their IT services. Your primary responsibility will be to provide timely and effective solutions to common technical issues, ensuring a high level of customer satisfaction. This role requires a strong understanding of IT fundamentals, excellent communication skills, and the ability to troubleshoot and resolve problems efficiently.
The role supports a 24/7 Service Desk, and candidates must be willing to work varied shifts, weekends, and holidays as needed.
Job Responsibilities
Client Interaction
Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
Incident Management
Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
Troubleshooting
Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
Escalation
Identify and elevate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
Knowledge Base
Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
Customer Service
Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
Follow-Up
Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
Documentation
Document solutions and procedures for future reference and improve operational processes.
Compliance
Adhere to company policies and procedures, including data protection and security guidelines.
Required Qualifications
Education
High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
Experience
Previous experience in a customer service or technical support role is preferred, but not required.
Technical Skills
Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals. Strong experience using ServiceNow.
Communication Skills
Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
Problem‑Solving
Demonstrated ability to troubleshoot and resolve technical issues effectively.
Customer Focus
Commitment to providing excellent customer service and maintaining positive client relationships.
Teamwork
Ability to work well in a team environment and collaborate with colleagues and other departments.
Shift Information
This position requires flexibility in shift scheduling, which could change depending on the needs of the business. Shifts could include day, evening, and overnight hours, including weekends and holidays. A willingness to adapt to varying shift requirements is essential.
Compensation The pay range for this role is $18.00 to $20.00 per hour, depending on experience, education, and technical certifications.
Benefits Zones offers a comprehensive benefits package. Our team members enjoy medical, dental, and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, paid time off and personal sick leave in compliance with individual state requirements.
Additional Information At Zones, work is more than a job – it is an exciting career on a global team that is client centric, passionate about technology, embraces change, and values lifelong learning. Zones is also a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, providing a diverse community.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.
Zones participates in E‑Verify. E‑Verify is a system that compares information from an employee’s Form I‑9 to federal records to confirm eligibility to work in the United States.
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