Job description

Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting.

Your impact

A Service Desk Analyst is the first line of contact with our clients. You will troubleshoot, diagnose, and resolve basic technical issues, while ensuring an elevated level of customer satisfaction. Your ability to communicate effectively and stay cool under pressure is essential while either assisting our clients directly or escalating to the correct team. Attention to detail, technical aptitude, and the ability to roll with changes will help you be successful in the different environments you will need to be comfortable moving around in.

Responsibilities

Deliver courteous and prompt responses and solutions to end-user submitted issues and requests, via phone, email, web portal and live chat.
Exhibit exceptional verbal and written communication skills with a strong focus on providing excellent customer service.
Maintain an average record of resolving at least 75% of issues and service requests immediately.
Escalate complex issues to Level 2/3 and Engineering support teams as necessary
Prioritize and manage multiple cases effectively, ensuring adherence to Service Level Agreements (SLAs).
Assume ownership of cases and see them through to client-confirmed resolutions
Assist with automation of repetitive tasks and suggest efficiencies
Contribute to the knowledge base by documenting support-related solutions and client environments
Identify repetitive issues for root cause analysis
Participate on project teams, as required.

Requirements

Passion for delivering an outstanding client experience
Superior written and verbal communication skills
Confident and friendly phone presence
2+ years of demonstrated experience and proficiency providing support for (but not limited to): Microsoft Windows, macOS, Mobile Device Management, M365. O365, Microsoft Entra ID, VPN
Demonstrate analytical skills to diagnose and solve computer-related problems, including hardware, software, and network connectivity issues.
Experience with ticketing systems (e.g., Service Now) and remote support tools.
Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
Strong troubleshooting and problem-solving skills
Confidence to “Speak Up” and share knowledge, areas of improvement, etc.
Collaborative, team-player, stays “Cool Under Pressure”
Familiarity with ITIL best practices is a plus
Ability to provide off-hours on-call support (including holidays and weekends)

Please note that this is a 100% remote opportunity.

LI-REMOTE

Agio is a blend of who we are and what we aspire to be. As an equal opportunity employer, we embrace diversity and are committed to creating an inclusive culture that allows each of us to do our best work and be our best selves.

We welcome all interested individuals to apply and encourage applications from people with disabilities, diverse ethnic and cultural origins, veteran status, and people from all races, religions, gender identities, sexual orientations, and expressions. We encourage you to apply if you see a fit between you and the opportunity.

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