Analyst, End User Client (Business Applications)

Analyst, End User

Location: 100% Remote

Rate: $19-21/hr.

Resume deadline: November 23, 2026

About the Role:

This is a customer-focused IT support role responsible for providing technical assistance to end users utilizing the proprietary ordering applications. The IT Service Center Analyst serves as the first point of contact for customer issues, troubleshooting technical concerns, documenting incidents, and collaborating with internal support teams to ensure timely resolution.

What You'll Do:

Provide professional and positive technical support to customers via phone and ticketing systems

Troubleshoot and resolve issues related to customer ordering applications, login access, reporting tools, and system functionality

Answer questions regarding system procedures, online transactions, system status, and downtime processes

Escalate complex issues to Level 2 support teams when appropriate

Document incidents, resolutions, and customer interactions within the ticketing system

Partner with end users to understand business requirements and align technology solutions

Assist with password resets, account unlocks, and general user account management

Maintain service levels and follow established support processes and procedures

Deliver exceptional customer service while managing multiple requests in a fast-paced environment

What You Bring:

Minimum of 2 years of experience in a Global IT Service Desk, Help Desk, or Call Center support environment

Experience supporting end users in a customer-facing technical support role

Previous call center experience preferred

Top Skills / Experience:

• Strong troubleshooting, analytical, and problem-solving skills
• Excellent verbal and written English communication skills
• Experience with Microsoft technologies including O365, Microsoft Teams, and OneDrive
• User account administration experience including password resets and account unlocks
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms
• Ability to work independently in a remote environment
• Technical certifications (CompTIA A+, ITIL, etc.) preferred
• Ability to accommodate flexible scheduling requirements

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