Service Desk Analyst (Print Support)

Job Overview

The Service Desk Analyst role supports Impact’s growing client base as a key point of contact for customer requests. This position is responsible for creating and routing service requests, coordinating dispatch needs, communicating clearly with customers, and helping ensure a consistent support experience.

Responsibilities

• Serve as the primary point of contact via phone and email for customer support requests
• Handle a high volume of inbound calls while maintaining professionalism and efficiency
• Gather accurate information and clearly document issues in the ticketing system
• Support more complex print and device-related issues when experience allows
• Perform additional administrative and support duties as needed
• Perform basic troubleshooting and, when qualified, support basic-to-intermediate remote troubleshooting for:
• Print queues and connectivity issues
• Driver-related problems
• Common copier/printer errors
• Resolve issues when possible, or gather complete details before escalation to the appropriate support team
• Place service calls, support dispatch coordination, and ensure tickets are properly prioritized
• Communicate scheduling expectations and updates to customers
• Act as a liaison between service desk and field teams
• Maintain ticket quality standards, including documentation, categorization, and notes
• Identify trends in service requests and share opportunities for improvement when applicable
• Aid in training or mentoring entry-level Analysts when experience allows
• Provide clear, friendly, and professional communication across customer interactions
• Provide clear updates and manage customer expectations effectively
• De-escalate customer concerns by demonstrating empathy, accountability, and clear communication

Qualifications & Experience

• Basic understanding of common printer and copier functions
• General computer proficiency, including Microsoft Office and Windows
• Familiarity with ticketing or CRM systems preferred
• Preferred: stronger understanding of printers, copiers, print environments, print drivers, connectivity, and common device errors
• Strong communication skills, both phone and written
• Ability to multitask in a fast-paced, high-volume environment
• Strong attention to detail and accuracy
• Customer-first mindset with a focus on service quality
• Preferred: problem-solving ability, sound decision-making, and experience coaching or supporting junior team members
• High school diploma or equivalent
• Experience in customer service, call center, administrative, service desk, dispatch, or print support preferred