Service Desk Analyst (Print Support)

Description

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. 

Depending on experience level, this role may also support more complex print-related issues, perform basic-to-intermediate troubleshooting, assist with ticket quality, and serve as a resource for newer team members. Advanced-level responsibilities are valuable for success in the role but are preferred rather than required. 

The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients. 

Impact's Unified Support Service Desk provides 24/7/365 client support. The available shift option is:

• Monday-Friday: 10AM-7PM

Our North Star: Client Centricity

Responsibilities

• Customer Support & Interaction 
  • 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 

• Troubleshooting & Resolution 
  • 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  
    • 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 
• Dispatch & Coordination 
  • 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 
• Quality & Process Improvement 
  • Maintain ticket quality standards, including documentation, categorization, and notes  
  • Identify trends in service requests and share opportunities for improvement when applicable  
  • Assist with training or mentoring entry-level Analysts when experience allows 
• Customer Experience 
  • 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