The Service Desk Analyst is responsible for providing excellent customer service and technical support to end-users. They play a crucial role in diagnosing and resolving problems, guiding users through troubleshooting procedures, and ensuring smooth operation of desktop software and hardware.

Key Responsibilities:

• Respond to customer calls and emails, addressing inquiries and technical issues promptly and professionally.
• Analyze and diagnose problems through effective discussions with users, ensuring accurate issue identification and resolution.
• Assist end users in setting up, installing, and configuring desktop software and hardware components.
• Process and escalate service requests to Tier 2 analysts and service owners when necessary, ensuring appropriate resolution pathways are followed.
• Follow up with customers to ensure satisfaction and verify issue resolution.
• Maintain and update knowledge base articles to enhance the availability of self-help resources for end users.
• Actively participate in major incident response, offering assistance and expertise as needed.
• Take ownership of all interactions with customers, ensuring appropriate follow-through and timely feedback.
• Utilize Incident Management and Request Fulfillment processes and the Knowledge Management tool as designed.
• Proactively identify opportunities for service improvement and operational efficiency.

Requirements:

• High level of technical proficiency in desktop software and hardware setup, installation, and troubleshooting.
• Excellent communication and customer service skills, with the ability to convey technical information clearly to non-technical users.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Familiarity with Incident Management and Request Fulfillment processes is preferred.
• Knowledge of Knowledge Management tools and practices is a plus.
• Ability to work collaboratively with other team members and provide support during major incidents.

Are you ready to jump start your sales career? Do you love working with a fun, competitive team that celebrates hard work and team success? Do you want an opportunity that teaches you the foundation to be successful with a built-in promotion based on your performance?

If so, it’s time you checked out OtterBase.

This role is a hybrid of sales, account management, and recruiting. The recruiting portion is the baseline of the development into sales. This gives the opportunity to learn the industry and the service that is provided along with exposure to be solution-oriented to our customers. Your progression from Technical Recruiter to New Business Developer is based off of your recruiting success. We promote an environment of promotion based off of performance, not tenure.

You don’t need IT or recruiting experience to be considered. Just a competitive spirit, passion for sales, and desire to work hard to earn more. The compensation structure is base salary + uncapped commission, plus the opportunity for year-end bonus and incentive trip.

1. Identify, screen, and meet potential employees for our clients’ IT staffing needs
2. Immediately start training for client-facing position by gathering, qualifying, and calling upon sales leads
3. Identify the expertise, experience, and personality fit to match the needs of our clients
4. Build relationships with potential candidates to match them in a role that’s a mutual fit for both client and candidate
5. Build relationships with potential clients to partner together to provide qualified candidates for their internal IT needs
6. Negotiate contract terms, compensation, and benefits packages with candidates and clients
7. Prepare and support candidates through the entire submittal, interview, and offer process
8. Train with Account Manager, Managing Director, and Manager of Recruiting to prospect clients and partake in business presentations
9. Develop new business relationships with candidates and potential clients
10. Complete comprehensive Recruiter Training and Sales Training Programs
11. Competitive base salary + uncapped commission (eligible to earn commission immediately–no waiting period or threshold to hit before it kicks in)
12. Medical, dental, vision benefits, short-term/long-term disability, life insurance, and PTO benefit package
13. Annual opportunity to hit recruiting/sales goal, which includes incentive trips and additional bonus opportunities

Qualifications:

1. Bachelor’s Degree preferably with a focus on Sales or Business (this focus preferred but not required)
2. Sales, logistics, business development, hospitality or account management experience
3. Strong teamwork skills (collegiate athlete, member of a sorority/fraternity, etc.)
4. Proven experience working in a fast-paced, high energy environment
5. Fun, competitive spirit with a passion to advance career
6. Must be able to pass a criminal background check

**We are currently hiring for our Grand Rapids, Bingham Farms & Columbus locations.