Service Desk Analyst
Location
Atlanta
Type
Full Time
Responsibilities:
- Act as the primary point of contact for support inquiries through calls or emails; efficiently create tickets and manage escalations.
- Provide on-site support in Azusa, ensuring streamlined operations and building strong client rapport.
- Actively engage with the remote support team based in Marietta, GA, contributing to and benefiting from the collective expertise.
- Offer a blend of on-site and remote support, including but not limited to configuring Outlook and OneDrive, printers, and resolving networking issues.
- Efficiently manage tickets, monitor ongoing cases, ensure timely resolutions, and maintain transparent communication with clients.
- Maintain and update client information in Cortavo Knowledgebase and Autotask.
- Work closely with Engineering Team Leads and Technical Support to refine skills and address more complex issues.
- Contribute to and update knowledge base articles, enhancing the collective intelligence of the Managed Services team.
- Engage in continuous learning to contribute actively to your professional growth within Cortavo.
Required Skills & Qualifications:
- Bachelor of Science in a related field.
- 2+ years of experience in IT service desk and customer service.
- Familiarity with network devices and Microsoft 365.
- Proficiency in Windows 10, Microsoft Office Suite, Microsoft Teams, and Google Suite.
- Experience with service desk ticketing systems, such as Autotask and Datto RMM.
- Exceptional communication skills, empathy, strong organizational skills, and the ability to manage time and multitask effectively.
- Microsoft Certification and experience with IT hardware, software, and managed services technology are a plus.
- 70% Managed Services service desk support.
- 20% New Customer Onboarding Activities.
- 10% Employee Improvement and Professional Development
- Competitive salary, as well as employer, contributed health benefits
- Unlimited paid time off
- Access to a Company cell phone plan
- A seat on an energetic team that collaborates and pushes each other to be better
- A fast-paced but cooperative environment with endless potential for growth
- Celebration events for team and Company successes throughout the year
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Cortavo
Cortavo is the ideal, worry-free managed IT service solution that keeps your IT running, eliminates downtime and drastically reduces cost. Cortavo not only delivers exceptional IT services, but also provides forward-thinking strategic planning, consulting and the support you need to optimize your technology infrastructure. Our solution reduces the costs associated with running your business and enables investment in new technologies that foster business growth and productivity. Let Cortavo fully manage your IT infrastructure from your hardware, software, communications and support!
Company Website: www.cortavo.com
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