[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. Brooksource is a trusted Engineering and Technology services provider that supports Fortune 500 organizations. They are seeking a customer-focused Service Desk Analyst to join a collaborative support team responsible for providing frontline assistance to both internal employees and external customers.

Responsibilities

• Serve as the first point of contact for customer and employee support requests via phone and email
• Handle a high volume of incoming interactions (approximately 60–90 calls per day)
• Gather information, document issues, and perform initial troubleshooting
• Triage and route incidents, service requests, and inquiries to the appropriate support teams
• Communicate updates and resolutions to customers in a professional and timely manner
• Support users within the paint and color-matching environment, including:
• Color formula lookups
• Custom paint color matching inquiries
• Color dispensing support
• Coordinate with third-party vendors to troubleshoot and resolve service-related issues
• Maintain accurate documentation within ticketing systems
• Collaborate closely with teammates to ensure a positive customer experience and efficient issue resolution

Skills

• Strong verbal and written communication skills
• Excellent customer service and interpersonal abilities
• Comfortable speaking with customers over the phone throughout the day
• Naturally curious with a strong desire to understand and solve problems
• Organized and detail-oriented with strong documentation skills
• Ability to multitask and prioritize in a fast-paced support environment
• Team-oriented mindset and willingness to collaborate with both contractors and full-time team members
• Previous customer service, call center, help desk, service desk, hospitality, retail, or support experience is a plus

Benefits

• Competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs
• 401k plan that includes a company match and is fully vested after you become eligible
• Paid time off
• Sick time
• Paid company holidays
• Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Company Overview

Company H1B Sponsorship