Service Desk Specialist
SkyBridge Resources, Louisville, KY, United States
We are seeking a motivated Service Desk Analyst to provide first-level technical support to end users in a fast-paced, high-volume environment. This role is responsible for troubleshooting a wide range of hardware, software, and operational issues while delivering excellent customer service via phone and chat.
Key Responsibilities
Provide first-level support for hardware, software, and operational issues within defined service level agreements (SLAs)
Troubleshoot and resolve issues related to systems, applications, networking, and end‑user devices
Accurately log and document all incidents in the ticketing system with clear, concise details
Follow established escalation procedures for unresolved or complex issues
Maintain a working knowledge of business operations to better support end users
Meet or exceed individual and team performance metrics for quality, productivity, and service
Deliver a high level of customer service with professionalism and a positive attitude on every interaction
Collaborate with team members to resolve complex technical issues
Participate in ongoing training and development initiatives
Work a flexible schedule, including evenings, weekends, and holidays as needed
Required Qualifications
High school diploma required; some college coursework preferred
1+ year of help desk, technical support, or call center experience preferred
Basic understanding of computer systems, operating systems, and general IT concepts
Strong problem-solving and troubleshooting skills
Excellent verbal and written communication skills
Ability to multitask and perform in a fast-paced environment
Minimum typing speed of 40 words per minute
Preferred Qualifications
Bilingual (Spanish) is a plus
Familiarity with operational environments such as retail, hospitality, or similar industries
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Key Responsibilities
Provide first-level support for hardware, software, and operational issues within defined service level agreements (SLAs)
Troubleshoot and resolve issues related to systems, applications, networking, and end‑user devices
Accurately log and document all incidents in the ticketing system with clear, concise details
Follow established escalation procedures for unresolved or complex issues
Maintain a working knowledge of business operations to better support end users
Meet or exceed individual and team performance metrics for quality, productivity, and service
Deliver a high level of customer service with professionalism and a positive attitude on every interaction
Collaborate with team members to resolve complex technical issues
Participate in ongoing training and development initiatives
Work a flexible schedule, including evenings, weekends, and holidays as needed
Required Qualifications
High school diploma required; some college coursework preferred
1+ year of help desk, technical support, or call center experience preferred
Basic understanding of computer systems, operating systems, and general IT concepts
Strong problem-solving and troubleshooting skills
Excellent verbal and written communication skills
Ability to multitask and perform in a fast-paced environment
Minimum typing speed of 40 words per minute
Preferred Qualifications
Bilingual (Spanish) is a plus
Familiarity with operational environments such as retail, hospitality, or similar industries
#J-18808-Ljbffr