Analyst It Service Desk Jobs

Previous experience in Helpdesk IT, ITIL Foundation, with excellent customer service and engagement skills

Relevant experience and/or qualifications in technology

Consult with managers, teams, and third parties to maximise good outcomes.

Experience building equipment for internal use, i.e., laptops, phones, updating access for staff etc.

Excellent Microsoft and Windows experience

We make a difference, delivering outcomes for our millions of members.

Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).

Experience or knowledge with ITIL.

Maintain and expand knowledge of help desk procedures and services to capture issue resolutions and promote continuous improvement and increased FCR.

2+ years customer service experience.

1+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).

1+ years’ experience troubleshooting Microsoft Windows Operating Systems.

Manage tasks ensuring that service level agreement and key performance indicators are met, redirecting if/when needed to the appropriate team.

Work closely with service desk managers and supervisors to ensure they are kept updated with key information

Bachelor’s Degree in IT or relevant work experience

MTA, MCSA, CCNA, ITIL Foundations, and/or ITIL Practitioner certifications preferred

Strong oral and written communication skills

Creative and effective problem solving skills

Order, Image, configure, deploy, and manage assets per departmental process

Bachelor’s degree or equivalent work experience

Experience resolving issues related to:

CompTia A+/Net+, ITIL Foundations, and other relevant certifications preferred

Comprehensive Medical, Dental and Vision benefits for employees and dependents

Answer and respond to all Service Desk calls, emails, IT Support Slack channels, and walk-up requests

Certifications/Specific Knowledge : Good interpersonal skills, good computer skills, ability to read, write, speak, and understand English.

Alert management to emerging trends in Incidents.

Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

Access knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

Reinforce SLAs to manage end-user expectations.

Strong customer service skills and mindset.

Effective prioritization and project management skills

Less than one year of Service industry experience preferred

Less than one year of experience using help desk ticketing software preferred

Less than one year of experience with incident troubleshooting and escalation preferred

Contributes to developing service strategies to mitigate software, hardware, and networking issues.

Troubleshoots and resolves IT issues via phone, web, and in-person channels.

Support key initiatives such as Employee Onboarding, Asset Management, and Remote Work.

Familiar with IT Service Management ITIL practices.

Develop and implement new technical support processes to improve the client experience.

5+ years of experience providing IT support.

Microsoft/Azure AD and group policy experience.

Experience creating standard operating procedures.

Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks

Communication skills – both written and verbal covering a wide range of stakeholder groups from management level to operational level

Direct management of the market Service Desk.

Represent the region by providing input and partnering with the Belron Service Management team.

Major Incident Management support, as needed.

IT Service Management and Service Improvement

Two years of enterprise IT support experience, or a passion for technology as shown by a combination of certifications or schooling.

Pay:$40-35/hr depending on benefits and PTO

You will cover our phone queue during your shift while working on side projects or other tasks between calls.

As our processes mature, you will also respond to chat requests from end-users and do some deskside support.

Our organization is expanding internationally and moving many applications to AWS and Azure, while still supporting over 200 local applications installed.

This isn’t a typical first tier line of work.

Experience supporting Windows 10 and Azure, Office 365, and Mobile Device Management

Possess strong customer service and communications skills

Strong customer service and strong communication skills (both written and verbal)

Excellent interpersonal skills, especially ability to listen and understand what is being described

Working knowledge of ServiceNow ticket system; creating, updating and closing tickets

Experience with computer terms and customer service operations

Office Status:Hybrid (3 onsite, 2 remote)

•2+ years' experience in a help desk functionality

•Understanding of technology / standards used in area of responsibility with minimal supervision•Strong communication and documentation skills

This role will have training initially 10a-7pET to start, and will include some evening and weekend shifts.

•Provide Service Desk support and resolve problems to the end user’s satisfaction.

• Perform issue handling, identification and resolution with all levels of customers.

Make suggestions for departmental technical procedures and troubleshooting knowledgebase

Understand all methods of accessing the Firm’s systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN

2 to 4 years of relevant experience required

Basic math skills: addition, subtraction, multiplication, division

Strong attention to detail, analytical and problem solving skills

Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues

Education Requirements: Requires a bachelor's degree or equivalent experience.

Provides ticket status updates and metric reports to management.

Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions.

Provides case status updates and metric reports to management.

Develops, documents, implements and audits standard operating procedures and customer service guidelines relating to remote IT support.

Assist with knowledge article creation.

Provide support and facilitate remote access to user population (laptop support).

3+ years experience providing IT Support to end-users in a professional environment

Previous experience working in banking or financial services sector will be an advantage

Good communication and interpersonal skills

Establish and maintain the security of our Windows environment, adhere to Rabobank policies, procedures and industry best practices.

Day-to Day support of all Windows based products for Desktops and Laptops.

Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.

Manage customer issues and requests by creating, tracking and documenting technical solutions.

Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.

Technical Degree or related work experience.

Experience working in a service desk or IT customer service environment.

Respond to and monitor incidents and service requests within the ticketing system.

Create user guides, knowledge base articles, and frequently asked questions (FAQs) to empower end-users and promote self-service.

1-2 years of relevant experience in Service Desk Operations , data analysis, metric based reporting

Knowledge and understanding of software development principles, methodologies, and best practices, such as Agile, DevOps, and ITIL.

Strong communication skills, with the ability to convey ideas and collaborate effectively with other team members, stakeholders, and clients.

Experience in troubleshooting workflows, data, integrations is a plus.

Strong problem-solving skills and attention to detail.

(include education, experience, special skills, licenses, and/or certifications required.)

Working knowledge of Adobe Illustrator, InDesign, and Photoshop, as well as CAD/CAM applications, is a plus

Working knowledge of LAN/WAN environments, TCP/IP, DNS, DHCP, switches, routers and other network devices

Effective organization and planning skills and ability to prioritize work on multiple projects with high attention to detail

Proven analytical and problem-solving abilities

Provide support, break-fix/hardware repair, and troubleshooting of IT deployed equipment, smartphones, networks, printers, phone systems, and software installations

Strongly Suggested: 1 to 2 years experience with electronic medical records

Preferred: 2-3 years' experience in the healthcare field in a hospital or medical center clinical setting.

Excellent communication, organization and interpersonal skills.

Interprets, evaluates and resolves, if possible, telephone inquiries pertaining to the Epic application hardware and software products.

Utilizes existing client training materials and troubleshooting guides or seeks advice from peers to help resolve issues.

Enters all issues into the client ITSM system and assigns to the appropriate staff when necessary.

Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

Develop service delivery knowledgebase to include fact sheets, tutorials, and FAQs.

Provide on-site remote hands for vendors and engineers as required.

Associates Degree or equivalent work experience required. Bachelor's Degree or equivalent work experience preferred.

Minimum 1-3 years of experience in Information Technology service delivery.

Experience with Windows operating systems and M365 Office productivity suite.

Keen attention to detail with excellent time management & organisation skills

Working with the Infrastructure Change Management team to record and execute operational changes

Uses desktop management systems software and appropriate analysis equipment to collect data, model performance, and create reports, including proposals for improvement.

Manages timely and effective handling of enquiries and requests for guidance

Excellent customer service and engagement skills and ethos is a must

Career experience in Manufacturing, Engineering or Supply Chain business environments.