Service Desk Analyst

Service Desk Analyst

The Service Desk Analyst is the first point of contact for customers at private inspection facilities, providing high-quality support via phone, email, and in person. This role focuses on resolving technical and account-related issues efficiently, aiming for first-contact resolution whenever possible. Complex issues are escalated to Tier 2 or Tier 3 support as appropriate, while consistently maintaining a high standard of customer service.

Responsibilities Include but are not limited to the below.

• Respond to and resolve customer inquiries using available tools and resources
• Escalate issues or assign Field Service Representatives (FSRs) when needed.
• Route inquiries appropriately based on escalation procedures.

• Provide appropriate information and documentation for motorist regarding:
  • 10 Day extensions
  • Waivers
  • Any additional program assistance available (OBD escalations)
• Send requested documentation to customers via:
  • Email
  • Mail
  • Fax
• Assist customers with regulation questions.
  • Reading them to the customer NOT interpreting them

• Assist with Drawdown account setup and replenishment
• Process Return Authorizations (RA) and Sales Orders (SO)
• Answer questions regarding RA/SO
• Support billing with collections and inventory-related returns.
• Provide inbound and outbound sales support.
  • Provide assistance with occasional upselling efforts.

• Adhere to documented troubleshooting standards on all calls
• Guide customers through website functionality, including:
  • Password resets
  • Inspector assignments
  • Access to system resources
  • Facility/Inspector license applications and renewals
• Assist customers with regulation questions.
  • Reading them to the customer NOT interpreting them

• Adhere to Service Level Agreements (SLAs) and understand revenue impact.
• Collaborate with peers during high-volume periods to ensure service continuity.
• Generate and maintain reports as required
• Assist in formulating knowledge base, user guides and tips for future reference to achieve faster service and more efficient processes.
• Re-routing calls as necessary

• Assist with onboarding and mentoring of new team members.
• Demonstrate professionalism and lead by example.
• Provide backup support to other analysts as required.
• The ability to interact well with both employees and difficult customers during situations requiring tact and persuasion.
• Perform other duties as assigned.

• Office-based position involving computer and phone use
• Collaborative environment with Tier 1–3 Analysts and other support staff
• May involve occasional special projects or additional responsibilities as assigned

• Strong analytical and problem-solving skills
• Effective written and verbal communication
• Ability to manage challenging interactions with professionalism
• Team-oriented and adaptable in a dynamic support environment
• Organized with strong time management and multitasking capabilities
• Proactive, creative thinker with customer-first mindset

• Associate degree in Computer Science or related field (preferred)
• Industry Recognized certifications or equivalent experience also considered.
• Minimum 2 years in a help desk
• Intermediate Excel skills preferred (e.g., Pivot Tables, VLOOKUP, formulas)
• Proficiency in Windows OS and Microsoft Office suite
• Net Suite knowledge a plus (will train)
• In-depth knowledge of computer systems strongly preferred.
• Experience with accounting or ERP software preferred (Net Suite a plus)
• SQL and Oracle experience beneficial but not required
• Spanish proficiency is a plus