Service Desk Analyst

Employment Type: Contract / Contract-to-Hire

We 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. This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and possesses strong communication and problem-solving skills.

Technical experience is not the primary focus—we are looking for naturally curious, personable individuals who can effectively gather information, troubleshoot issues, and ensure customers receive timely support.

• 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:
• Custom paint color matching inquiries
• 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.

• 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.

• Enjoys helping people and building relationships.
• Communicates clearly and confidently.
• Remains calm under pressure and handles high call volumes effectively.
• Takes initiative to investigate issues and find answers.
• Values teamwork and delivering a great customer experience.

Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, supplemental coverage, a 401k plan with company match, paid time off, sick time, paid holidays, and an Employee Assistance Program (EAP) that provides services such as virtual counseling, financial services, legal services, and life coaching.

Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.