Service Desk Analyst

VMware Carbon Black
Portland, OR | Full-Time | Mid-Level

Job Description:

As a Service Desk Analyst at VMware Carbon Black, you will provide the first level of contact to our customers, for queries via phone, email and the web portal of the CRM solution. A successful candidate will have excellent customer service skills as well as good analytic and troubleshooting skills.  You will be responsible for basic diagnosis and analysis of customer issues and be expected to provide first level analysis and documentation to the Tier 2 support team. This is a great opportunity to work with a dynamic team and smart products where you will get challenged with new problems to solve every day.

What you’ll do:

  • Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
  • Provide Tier1, first point of contact and basic troubleshooting for customer issues
  • Clearly identify, document, and find solutions for customer issues and product problems
  • Escalate critical customer situations to the appropriate level of management and Tier2 support
  • Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledge base
  • Participate in a variety of team projects to ensure data integrity and usefulness of the knowledge base

What you’ll bring:

  • 1+ years experience in a customer service, supporting software technology
  • Familiarity with software distribution, patch management, and anti-virus technologies
  • Familiarity with analysis and debugging skill
  • Adaptable, professional, courteous, motivated and works well on your own and as a member of a team
  • Excellent Customer Service skills and a demonstrated success exceeding customer expectations
  • Strong communication (verbal and written) and customer handling skills
  • Strong attention to detail and focus on producing quality work products and results


  • Exposure to MS SQL Server technologies
  • Programming experience
  • OSX or Linux experience with supporting technologies/products

VMware Company Overview:

At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at

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