Service Desk Analyst with ServiceNow and Networking experience

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Service Desk Analyst with ServiceNow and Networking experience

Location(s): Austin TX

Role Summary
Provide technical support to end users by resolving moderately complex computer-related issues, delivering high-quality customer service, and ensuring adherence to defined SLAs and KPIs. The role requires flexibility in shift schedules, strong communication skills, and a commitment to operational excellence.

Key Responsibilities

• Provide technical support to users for moderately complex computer-related issues.
• Communicate technical issues clearly and professionally over the phone with a diverse customer base.
• Answer and manage incoming service desk calls.
• Assist customers in resolving software and hardware issues through guided troubleshooting.
• Resolve issues independently where possible or escalate highly complex technical problems as appropriate.
• Follow up with customers to ensure inquiries are resolved within contracted or agreed timelines.
• Log, track, and document incidents using an incident management system, maintaining accurate history and records.
• Identify recurring customer issues and complaints to ensure effective and permanent resolution.
• Support KPI performance and contribute to the team achieving overall SLA targets.
• Deliver excellent customer service with a willingness to go the extra mile to support users.

• Windows operating system support.
• Basic networking concepts.
• Microsoft Office 365.
• ITSM tools (Remedy preferred)

• 1-2 years of experience in Client Services, Customer Service, Help Desk, or Technical Support roles.
• Excellent oral and written communication skills.
• High degree of responsibility, commitment, and dependability.
• Strong customer service orientation

• Training schedule: Monday-Friday, 8:30 AM - 4:30 PM.
• Agents must arrive no earlier than 8:25 AM on the training start date.
• Building access requires a badge; entry begins at 8:30 AM.
• Agents missing more than two total training days will be separated from the contract due to attendance issues.
• Dress code must be followed from Day One.

• 100% onsite role (no work-from-home options).
• Must be able to work any shift starting as early as 6:00 AM.
• Must be available to work weekends.
• Additional hours may be required based on business needs.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.