Service Desk Jobs

NO C2C Candidates

Duties

The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employees issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “whiteglove” level of support to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone and backend collaboration via Slack. Job

Responsibilities:

• Troubleshoot software, hardware and connectivity issues remotely.

• Ability to understand & articulate root cause on customer issues.

• Log all Service Desk contacts into Incident Management System (ServiceNow)

• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.

• Familiarity with encryption and security tools and triaging within this environment.

• Assist customers in gaining access to various systems and servers.

• Provide support for remote employees using Citrix environment

• Deploy/patch software using LANDesk technologies.

• Communicate call trends and challenges team meetings.

• The ability to take on small projects from start to finish

• Knowledge Base and process documentation skills.

• Work closely with the team to resolve or properly close aging tickets.

• Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner.

• Maintain a high degree of customer service for all support queries and adhere to all service management principles.

• Analyze and resolve incidents with a goal of 90% First Call Resolution

Skills

Prior Service Desk or Desktop Support experience required

• Incident Management experience

• Basic user & security group Active Directory administration experience

• Strong knowledge of Microsoft based operating systems with emphasis on

• Experience with using and troubleshooting Outlook 2010, 2013, Office 365 and Office for Mac within a corporate network environment (permissions, calendaring, delegation)

• Familiarity supporting VPN issue

• Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory

• Familiarity with home network troubleshooting Interpersonal Skills

• Self-starter

• Passionate about providing excellent customer service and follow-thru to completion

• Good problem solving, diagnosis and troubleshooting skills

• Ability to communicate technical issues in non-technical terms

• Ability to work independently and within a team

• Ability to work cross-functionally