Service Desk Analyst

Role Overview: Welcome to Frontline Managed Services! At Frontline, innovation, technology, and efficiency come together to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are committed to excellence and are looking for individuals who can be catalysts for change. Join our dynamic team to push boundaries and shape the future. Key Responsibilities: - Serve as the initial contact for reporting technical issues and answering questions related to upgrades, installations, and software/hardware/network problems. - Communicate effectively with requesters in a clear, positive, and professional manner, following Intelliteach script and guidelines. - Accurately diagnose client technical issues, gather necessary information, and conduct preliminary research using available resources. - Implement steps from available resources using remote access, user admin, and related tools. - Document assistance requests thoroughly in the ticket management system and track incidents to resolution/escalation per client guidelines. - Escalate unresolved issues to the appropriate channels and identify potential outages or problems for timely communication to Team Leads. - Provide backup support to team members and follow quality, safety, and company guidelines for a safe and productive work environment. Qualifications Required: - Bachelor's degree is a must. - 2 years of general office experience and 2 years of customer service experience. - Proficiency in using the computer keyboard and mouse while seated at a desk, with specific vision abilities like close vision, depth perception, and ability to focus. - Ability to perform computer functions and operate basic office equipment. - Clear and articulate English speaking ability for calls and proficiency in reading and writing English.,