Service Desk Analyst

Job Summary

Responsible for providing single point of contact to Optimum’s internal customers. The Analyst resolves user problems or service requests via phone, email, self‑service requests, or live chat. The analyst coordinates with other IT support groups, tracks, monitors, escalates, and trains customers, ensuring a high quality of service. The goal is to meet or exceed the customer’s expectations with technical support and service requests.

• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates databases for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• Responds to common requests for service by providing information to enable fulfillment.
• Promptly allocates unresolved calls as appropriate.

• Associate’s degree or equivalent experience of 1 year.
• Exceptional written and oral communication skills.
• Excellent interpersonal skills with a focus on rapport building, listening, and questioning.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Ability to present troubleshooting steps in user‑friendly language.
• Analytical problem‑solving abilities.
• High level of attention to detail.
• Highly self‑motivated.
• Team oriented.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

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