Service Desk Analyst Jobs

ON-SITE Monday - Friday 7:30am-4pm

RATE: $22/hr. with benefits/PTO or $24/hr. without PTO time

Service Desk Analyst

Primary Responsibilities

60% Act as point of contact to support for customers reporting issues, requesting information, access, or other services. Identify and diagnose issues and problems by categorizing and recording interactions using administration software to document and monitor incidents and requests. Comply with all standard operating procedures and department/organization processes/policies. Timely escalation of unresolved reports to a higher level of support. Requires proficient knowledge of technology and able to identify proper escalation path, major incidents, and problems.

20% Assigned rotation in a technology service center providing face-to-face and remote support to customers. Create and maintain knowledge articles. Other project work as assigned by leadership.20%Understand organization strategic plan and roadmap, standards, process, and best practices.

20% Understand organization and/or business unit issues as they relate to technology. Contribute to meeting/exceeding of individual, team, department, and organization annual goals.

Qualifications

1. Ability to work independently and as part of a team

2. Ability to analyze situations, negotiate and position solutions towards strategic plans, and excellent execution skills.

3. Knowledge and/or certification of ITIL v4 fundamentals and how they are applied within a technology organization

4. Experience using enterprise ticketing systems (ServiceNOW preferred)

5. Excellent customer service skills

6. Proficient at verbal and written communication with technical and non-technical recipients

7. Industry related technical certificates or demonstrated knowledge of processes

8. Familiarity using remote support tools

Skills and/or Previous Experience (Preferred but not required)

1.Windows/Mac

2.VPN/Citrix

3.Azure

4.Office365 Applications

5.ServiceNOW

6.Active Directory

7.MFA

8.Microsoft Office Suite

9.Cloud based Contact Center Software (we use 8x8)

10.Dell Hardware

11.ITIL v4 Fundamentals

12.Network Drives