Note: The job is a remote job and is open to candidates in USA. Prelude Services is a Managed Service Provider that has delivered innovative and secure IT services for 28 years. They are currently searching for a customer-focused Service Desk Analyst to provide first level IT support to clients, managing multiple tickets and ensuring high customer satisfaction.
Responsibilities
- Responds to requests for assistance (live calls, email and voice mails) submitted to the Service Desk
- Focuses on customer needs: anticipates customer needs; continually searches for ways to increase customer satisfaction
- Understands and applies Prelude SLA requirements
- Understands and applies Prelude mission critical and escalation procedures
- Provides Level 1 support for hardware, user account administration and software problems
- Resolves routine problems immediately
- Follow-up on open Service Desk tickets and closes out tickets when problem is resolved
- Maintains a secured work area and ensures confidential material is secured properly
- Keeps management apprised of issues impacting project schedules, costs, technology standards, and risks to the client
- Requests training and assistance necessary to complete project assignment or related job duties
- Remains current on desktop and networking technologies necessary to perform the duties of the position
- Works with all Prelude groups to promote clear communication and superior customer support
- Completes Service Desk requests and projects in a timely and organized manner
- Participates in on call program as required
Skills
- Minimum of one-year experience in customer service roles
- Minimum one-year experience on service desk highly preferred
- Strong customer service and communication skills and ability to relate to customers and follow through with service requests
- Ability to multitask
- Strong typing skills; must be able to type and communicate
- Ability to work in a team environment
- Ability to deal with stress during peak call times
- Ability to grasp and apply basic technical steps necessary for problem resolution
- Basic knowledge of Microsoft Windows, Office Products, E-mail packages, Citrix, and computer hardware
Benefits
- Medical, Dental, and Vision Insurance
- Health Savings Account (with match)
- 401k (with match)
- Company-paid Long-Term Disability, Short-Term Disability, and Life Insurance
- Mileage reimbursement
- Casual dress
- 6 paid holidays
- Unsick Day
- $400 technology stipend (one time upon hire)
- Cell phone stipend for applicable positions
- Company-provided laptop and dock
- Quarterly company meetings
- Pet insurance
- Supplemental voluntary life insurance
- Access to a robust Employee Assistance Program
- Fun remote and in person events
- Certification and Training Programs
- Two PTO Cash Out days annually
- Generous PTO. You can accrue 20 days of PTO your first year!
Company Overview
- Prelude Services delivers innovative, secure IT solutions for senior living and care organizations. It was founded in 1998, and is headquartered in Mechanicsburg, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is http://www.preludeservices.com.
Company H1B Sponsorship
- Prelude Services has a track record of offering H1B sponsorships, with 1 in 2025. Please note that this does not guarantee sponsorship for this specific role.