Service Desk Analyst

Description Location: 98 Niver St, Cohoes NY Schedule: 1st Shift Mon-Fri, 2 Saturdays per month Pay: 21.50/hr, benefits package provided 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. Key Responsibilities Customer Support & Issue Resolution 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. Program & Motorist Support 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 Sales & Account Support 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 ccasional upselling efforts. Technical Assistance & Website Guidance 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 Operational Efficiency & Collaboration 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 Training & Leadership 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. Working Conditions 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 Qualifications Skills 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 Qualifications Associate degree in Computer Science or related field (preferred) Industry Recognized certifications ore equivalent experience also considered. Minimum 2 years in a help desk Intermediate Excel skills preferred (e.g., PivotTables, VLOOKUP, formulas) Proficiency in Windows OS and Microsoft Office suite NetSuite knowledge a plus (will train) In-depth knowledge of computer systems strongly preferred. Experience with accounting or ERP software preferred (NetSuite a plus) SQL and Oracle experience beneficial but not required Spanish proficiency is a plus #J-18808-Ljbffr