Service Desk Analyst

Location: 98 Niver St, Cohoes NYSchedule: 1st Shift Mon-Fri, 2 Saturdays per monthPay: 21.50/hr, benefits package providedThe 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 ResponsibilitiesCustomer Support & Issue ResolutionRespond to and resolve customer inquiries using available tools and ResourcesEscalate issues or assign Field Service Representatives (FSRs) when needed.Route inquiries appropriately based on escalation procedures.Program & Motorist SupportProvide appropriate information and documentation for motorist regarding:10 Day extensionsWaiversAny additional program assistance available (OBD escalations)Send requested documentation to customers via:EmailMailFax* Assist customers with regulation questions.* Reading them to the customer NOT interpreting themSales & Account SupportAssist with Drawdown account setup and replenishmentProcess Return Authorizations (RA) and Sales Orders (SO)Answer questions regarding RA/SOSupport billing with collections and inventory-related returns.Provide inbound and outbound sales support.Provide assistance with ccasional upselling efforts.Technical Assistance & Website GuidanceAdhere to documented troubleshooting standards on all callsGuide customers through website functionality, including:Password resetsInspector assignmentsAccess to system resourcesFacility/Inspector license applications and renewals* Assist customers with regulation questions.* Reading them to the customer NOT interpreting themOperational Efficiency & CollaborationAdhere 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 requiredAssist in formulating knowledge base, user guides and tips for future reference to achieve faster service and more efficient processes.Re-routing calls as necessaryTraining & LeadershipAssist 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 ConditionsOffice-based position involving computer and phone useCollaborative environment with Tier 1-3 Analysts and other support staffMay involve occasional special projects or additional responsibilities as assignedSkillsStrong analytical and problem-solving skillsEffective written and verbal communicationAbility to manage challenging interactions with professionalismTeam-oriented and adaptable in a dynamic support environmentOrganized with strong time management and multitasking capabilitiesProactive, creative thinker with customer-first mindsetQualificationsAssociate degree in Computer Science or related field (preferred)Industry Recognized certifications ore equivalent experience also considered.Minimum 2 years in a help deskIntermediate Excel skills preferred (e.g., PivotTables, VLOOKUP, formulas)Proficiency in Windows OS and Microsoft Office suiteNetSuite 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 requiredSpanish proficiency is a plus