Service Desk Analyst

• Service Desk Analyst (Remote)
• Location: Remote
• Employment Type: Contract / Contract-to-Hire

Overview

• We are seeking a customer-focused Service Desk Analyst to join a collaborative support team responsible for providing frontline assistance to both internal employees and external customers. This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and possesses strong communication and problem-solving skills.
• Technical experience is not the primary focus—we are looking for naturally curious, personable individuals who can effectively gather information, troubleshoot issues, and ensure customers receive timely support.

• Key Responsibilities
• Serve as the first point of contact for customer and employee support requests via phone and email.
• Handle a high volume of incoming interactions (approximately 60–90 calls per day).
• Gather information, document issues, and perform initial troubleshooting.
• Triage and route incidents, service requests, and inquiries to the appropriate support teams.
• Communicate updates and resolutions to customers in a professional and timely manner.
• Support users within the paint and color-matching environment, including:
• Color formula lookups
• Custom paint color matching inquiries
• Color dispensing support
• Coordinate with third-party vendors to troubleshoot and resolve service-related issues.
• Maintain accurate documentation within ticketing systems.
• Collaborate closely with teammates to ensure a positive customer experience and efficient issue resolution.

Qualifications

• Strong verbal and written communication skills.
• Excellent customer service and interpersonal abilities.
• Comfortable speaking with customers over the phone throughout the day.
• Naturally curious with a strong desire to understand and solve problems.
• Organized and detail-oriented with strong documentation skills.
• Ability to multitask and prioritize in a fast-paced support environment.
• Team-oriented mindset and willingness to collaborate with both contractors and full-time team members.
• Previous customer service, call center, help desk, service desk, hospitality, retail, or support experience is a plus.

• Ideal Candidate
• Enjoys helping people and building relationships.
• Communicates clearly and confidently.
• Remains calm under pressure and handles high call volumes effectively.
• Takes initiative to investigate issues and find answers.
• Values teamwork and delivering a great customer experience.

• About Us
• At Brooksource, relationships are the foundation of everything we do. Since 2000, we’ve built lasting partnerships with clients, consultants, and internal teams to deliver an exceptional experience across every engagement. As a trusted Engineering and Technology services provider, Brooksource supports Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our proprietary Workforce Transformation program. We offer flexible hiring models including contract, contract-to-hire, and direct placement to meet your evolving business needs.

• EEO Statement
• Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

• Benefits & Perks
• Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

• Pay Disclaimer
• The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.