Business Systems Analyst

Requisition Number: 95306 

Service Desk Representative - Remote

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

The Service Desk Representative is responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative, you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills.  

 

Key Responsibilities

• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.  
• Respond to all Customer requests in timely and professional manner.  
• Instruct end users in the appropriate use of equipment, software, and/or reference materials.  
• Assist with all aspects of technical support, including on-site visits as needed.  
• Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.  
• Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.  
• Research/troubleshoot issues using the tools available.  
• Navigate internal/external reference support materials.  
• Proactively following up on all open issues.  
• Work closely with other team members to identify and suggest resolutions and improvements.  
• Other duties as assigned.  

 

What you’ll need to succeed

• Legally Authorized to work in the United States
• Two-year Associate Degree (field related) or equivalent experience required.  
• Must have a minimum of one-year helpdesk experience in a corporate environment, two years preferred.  
• Must have a comprehensive knowledge of computer hardware/software concepts.  
• This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.  
• Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.  
• Related certifications including Microsoft Technology Associate (MTA), A+, Network +, preferred, but not required.  
• Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.  
• Ability to write reports and/or business correspondence a must.  
• Ability to effectively present information and respond to questions from groups of managers, customers, and other teammates required.  
• Must have excellent customer service and interpersonal communication skills.  
• Must have the ability to work in a team environment and present a professional image.  
• Must be able to multi-task and be flexible with assigned work schedule. 

 

Shift Days & Hours:

The Service Desk operates 24/7 and provides full coverage to the clients we support.  Given this information, the service desk representatives operate in shifts for coverage.

The shift hours for this position are set in the time zone you reside in:

Monday - Friday

• 8A - 4:30P ET
• 7A - 3:30P CT
• 6A - 2:30P MT/AZT
• 5A -1:30P PT

 

Salary:

Salary is set at a fixed rate of $17.50/hr.  It is non-negotiable.  You can receive overtime for this position.  It's provided on an as-needed basis by the business.

Insight is 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, sexual orientation or any other characteristic protected by law.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is 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, sexual orientation or any other characteristic protect