As a remote Service Desk Analyst you will support the operational execution of the Global Service Desk to ensure dentsu provides exceptional Customer Service. You will report to the Operations Lead.

Responsibilities

• Support and monitor all channels of engagement – phone, chat, virtual agent, self-serve, email
• Initiate the procedure for handling detected incidents and help investigate problems and other requests for support. Monitor progress of requests for support and keeps users abreast for support. Includes making initial diagnosis of any problems and advise on known solutions, where applicable, providing information on updates, known errors, changes in availability. Maintain incidents records throughout the life cycle.
• Notes problems and identifies performance trends with assistance from colleagues. Help us take the corrective action to improve performance and to avoid recurrence of the same problems.
• Respond to requests for assistance by providing information to enable callers to solve simple and routine issues. Maintain accurate log entries of contact with resolution details and follow-up information. Allocates unresolved calls following established escalation procedures. Maintain related logs and advise users of actions taken.
• Provide advice to users on systems, products and services which are available to them and provide information on updates, known errors, changes in availability, new facilities to assists users in making more helpful use of desk-top systems, products and services.
• Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered promptly
• Help maintain the service desk support tools, to meet Customer and IT Services needs
• Support both positive and negative customer satisfaction results against quality assurance measures
• Train, support and mentor other member of the team, and provide training to new starters

• Excellent Customer Service experience
• Work systematically and adhere to stated operating procedures.
• ITIL certified to Foundation level is desirable

The anticipated salary range for this position is $30,000-$40,000. Actual salary will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information regarding dentsu benefits, please visit dentsubenefitsplus.com

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.

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About dentsu 
Dentsu is the network designed for what’s next, helping clients predict and plan for disruptive future opportunities in the sustainable economy. Taking a people-centered approach to business transformation, dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society www.dentsu.com. 

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.