Weekend Service Desk Analyst

				Overview:

GDC IT Solutions is seeking a part-time Weekend Service Desk Analyst to work remotely. This position requires availability on Saturdays and Sundays from 6:30 AM to 3:00 PM EST. Candidates residing on the East Coast are preferred.

Responsibilities:

* Take customer calls, and emails and provide accurate, satisfactory answers to their queries and concerns. 
* De-escalate situations involving dissatisfied customers, offering patient assistance and support.  
* Guide callers through troubleshooting, navigating the company site, or using products or services.  
* Collaborate with other call-center professionals to improve customer service.  
* Accurately document all service calls within the prescribed call tracking mechanism.  

* Support both technical and non-technical end users.  
* Escalate advanced issues to the appropriate team member.

Qualifications:

* Exceptional Interpersonal, verb, and written communication skills.  

* Working knowledge of PC Hardware configurations and troubleshooting. 
* Great active listening skills. 
* Experience deescalating caller issues in an enterprise environment or experience in an environment that has highly structured escalation process.  
* Knowledge of desktop operating systems including Windows 7, 8, 8.1, and 10.  
* A patient and empathetic attitude.  
* Strong time management and organizational skills 
* Adaptability and flexibility.
* Comfortable working in fast-paced environments.  
* Phone skills, including familiarity with complex or multi-line phone systems.
			

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