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Service Desk Analyst

Service Desk Analyst

Location: Boulder,CO     Department: IT

Job Number: VB-13022

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The zTech Team mission is to provide effortless IT service to all Zayo employees and to increase efficiency across all Product Groups globally.

Daily Responsibilities:

  • Answer phone calls/voicemails and provide Tier 1 troubleshooting
  • Respond to and troubleshoot all tickets entering the IT Support queue in SalesForce based on the case handling process outlined in the training guide
  • Create knowledge articles based on cases handled
  • Open zTech cases and provide status updates
  • Provide follow-up calls to ensure issue resolution
  • Ensure customer satisfaction with personalized customer service skills
  • Build and maintain working relationships with all IT contacts
  • First level of response for all hardware/software problems; Identify sources and trends of technical problems to prevent future occurrences
  • Assist in the procurement of software and hardware requested by Product Groups
  • Coordinate outages and large scale issues with the I&O team
  • On-call responsibilities on a monthly basis
  • Perform network account moves and changes for requests, verification, and equipment configuration
  • Help with laptop and desktop repairs and support for support locations
  • Coordinate all Technology Support-related product/service support activities, systems and network maintenance/outages
  • Recommend ways to improve product and service support capabilities
  • Other duties as assigned



  • Capable of learning both technical and procedural components.
  • Ability to react quickly and professionally in stressful situations.
  • Must maintain the highest level of customer service at all times.
  • A+, Network+, and/or MCP certifications are a plus
  • Ability to adapt to the ever-changing high volume retail while working in a cross-functional team environment.
  • Must have the capacity to take initiative for making appropriate decisions and have strong analytical and problem solving skills.
  • Flexibility to adapt in a variety of situations.
  • Must have advanced attention to detail with the capability to prioritize and meet deadlines.
  • Excellent written communication and documentation skills.
  • Excellent verbal communication and interpersonal skills for maintaining effective business relationships with peers, senior management, customers, and vendors.
  • Must have advance knowledge with MS Office including Outlook, Word, and Excel.
  • Ability to multitask and have excellent organizational skills is essential.
  • 1+ years of technical experience.
  • Customer service focused.

Zayo is an Equal Opportunity Employer. Zayo does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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