SD Analyst

About the Role

Provalus is seeking Entry-Level Service Desk (SD) Analysts to provide Tier I Technical Support and Repair services. In this role, you will assist customers by troubleshooting technical issues, creating, and managing incident tickets, and delivering exceptional customer support throughout the resolution process.

The ideal candidate is customer-focused, eager to learn, and excited to develop technical skills through hands-on training and real-world experience. No prior technical support experience is required—successful candidates will receive training and development opportunities to build a strong foundation in IT support.

• Answer inbound calls from customers, internal or external, regarding trouble repair for Uniti product and services
• Utilize and navigate in multiple systems to verify customer services to perform trouble isolation and repair of service
• Provide excellent customer service and professionalism to a wide range of customers
• Accept and implement coaching and feedback to achieve individual or team performance objectives
• Recommend products that enhance or resolve a customer’s issue
• Perform other duties as deemed necessary by management to support our customer

• General knowledge of the telecommunication products and service offerings
• Excellent customer service and people skills
• Excellent verbal communication and customer service skills.
• Technical aptitude for performing technical tasks to resolve customer issues
• Ability to work as an individual and as a member of a team

• Ability to manage multiple priorities in a fast-paced work environment
• Strong critical thinking skills with a commitment to resolving customer concerns and delivering high-quality customer experience.
• Technical aptitude with the ability to troubleshoot internet connectivity and basic technical issues.
• Proficiency with Windows-based computers, common software applications, and keyboarding/data entry tasks.
• Ability to learn new systems quickly and navigate multiple applications simultaneously

• High school diploma or equivalent
• At least1 yearof related experience

Job Type: Full-time

Work Location:

In person