[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. Brooksource is a trusted Engineering and Technology services provider, seeking a customer-focused Service Desk Analyst to join their collaborative support team. The role involves providing frontline assistance to internal employees and external customers, handling support requests, troubleshooting issues, and ensuring timely support delivery.

Responsibilities

• 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:
• Color formula lookups
• Custom paint color matching inquiries
• Color dispensing support
• 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

Skills

• 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

Benefits

• Competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs
• 401k plan that includes a company match and is fully vested after you become eligible
• Paid time off
• Sick time
• Paid company holidays
• Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Company Overview

Company H1B Sponsorship