Afterhours Service Desk Analyst

Service Desk Analyst (Afterhours)

Job ID : #9642

Position Description :

The Service Desk Analyst provides support for the client's internal network, hardware, and applications via phone, chat, and email. The support provided includes troubleshooting and resolving issues regarding network connectivity, application issues, desktop issues, proprietary applications, mobile devices, and PC support.

Job Type :

Full Time

Shift Schedule :

• 3-4 shifts per week : 12-hour days or 12-hour nights (Depending if vacancy is for days team or nights team), and can fall across weekends or weekdays

Essential Duties / Responsibilities :

• Respond to telephone calls, emails, and personal requests for technical support from internal business partners in a fast and friendly manner. The ability to explain technical situations to non-technical individuals is essential.
• Troubleshoot and support software applications, and various hardware / software configurations and run appropriate testing and diagnostics.
• Identify, research, and resolve technical problems. Escalate problems to other support teams when necessary for the resolution.
• Document incidents / problems, troubleshooting steps taken, and comments in a ticketing management system.
• Work in a fast-paced environment, able to adapt to frequent change, and be available to work a flexible schedule.
• Work with diverse groups and individuals to set goals, establish priorities, and resolve issues.

Required Skills :

• Ability to demonstrate a solid understanding of basic network components and concepts.
• Ability to provide support to end-users on a variety of topics including Windows and Mac Operating Systems, MS Office, printers, mobile devices, and email issues.
• Self-motivated and professional with excellent written and verbal communication skills
• Strong problem-solving / analytical abilities.
• Strong commitment to quality customer service.
• Ability to work independently and follow directions and best practices.
• Attention to detail and ability to multi-task while talking to customers.
• Candidates must be able to work shifts, holidays, and weekends.
• Strong English (oral and written).
• Previous call center, customer service, or technical support experience is an asset.
• Possess technical training / certifications or be willing to complete basic certifications after hiring.

Come Work With Us! About Buchanan Technologies :

Since Buchanan's inception over 30 years ago, we have operated on 5 core values - People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters. These values are represented across each facet of the company, from employee relations to client service delivery to corporate social responsibility initiatives and beyond.

Why Work at Buchanan?

At Buchanan Technologies, we offer a great employment experience with a fun but professional work environment, competitive salary, and various employee career advancement programs that add value to your skills and daily life. If you are excited about being part of an energetic team where your contributions are appreciated and hard work is recognized, Buchanan is the place for you.

Things We Are Passionate About

We are passionate about providing top-tier technology services to our customers and clients and fostering a culture of continuous learning for our employees. We are a people-centric company, focused on growth and diversity for our workforce. Come join us and let's build something amazing together.

Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.