Service Desk Analyst

hatch I.T. is partnering with Neovera to find a Service Desk Analyst. See details below:

About the role:

Neovera is seeking a Service Desk Analyst that will serve as their first point of contact for customers seeking technical assistance. The successful candidate will provide support via phone, email, and chat, troubleshoot technical issues, and ensure customer satisfaction by resolving problems efficiently and effectively. 

About the company:

Neovera is a trusted provider of complex hosting solutions, leveraging over a decade of unmatched technical expertise in IT consulting and infrastructure managed services. Headquartered in Reston, Virginia, Neovera’s clients range from start-up and non-profit organizations, to global media, distance-learning, and financial institutions.  Our goal is to assist clients in achieving superior return on their investment with the optimization and management of high-availability IT infrastructure solutions.

• Respond to customer inquiries and provide timely and effective technical support. 
• Handle support requests via phone, email, and chat, ensuring courteous and professional communication. 
• Document all customer interactions, issues, and resolutions in the service management system. 

• On-Call rotation is once every three weeks to ensure that any incident that arises is covered after hours. 
• Diagnose and troubleshoot hardware, software, and network issues. 
• Escalate complex issues to higher-level support teams when necessary, ensuring proper handoff and follow-up. 
• Provide step-by-step technical help, both written and verbal, to customers. 

• Track, route, and redirect problems to correct resources. 
• Identify and escalate situations requiring urgent attention. 
• Monitor and update the status of open tickets to ensure timely resolution and customer satisfaction. 

• Contribute knowledge base articles and user guides to improve support processes. 
• Participate in training sessions to stay updated with new systems, applications, and technologies. 
• Offer suggestions for process improvements to enhance overall service quality. 

• Proven experience as a Service Desk Analyst or in a similar role. 
• Strong technical skills and knowledge of computer systems, software, and networks. 
• Familiarity with remote desktop applications and help desk software (e.g., Zendesk, Jira, ServiceNow). 
• Excellent problem-solving and communication skills. 
• Ability to work independently and as part of a team. 
• Customer-oriented mindset with a focus on delivering high-quality service. 

• Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional). 
• Experience in a fast-paced, customer-focused environment. 
• Understanding of ITIL processes and practices.