Help Desk Analyst

About the role

This position will function as a highly skilled Help Desk Analyst with specific responsibilities that include:

Responsibilities

• Understanding of Desktop Support and Software Licensing Services.
• Ability to image machines and install complicated software.
• Uses creativity and innovation to automate and streamline processes and procedures.
• Understands customer support, likes to work with people and can ensure that the customer is satisfied.
• Ability to troubleshoot in a high level systematic way. Ability to identify issues, research cause, and remediate.
• Experienced in building, setup and removal of desktop equipment (PCs, laptops, phones, peripherals, software, etc.).
• Troubleshoots basic network, software, printing and/or installation problems.
• Supports staff hardware moves for facility reorganization.
• Experience with ServiceNow and Knowledge Base preferable.
• Consultant must be available to work a standard 8 hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift).
• Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.

Experience

• Strong communication/leadership skills.
• Strong influence, collaboration, and negotiation experience.
• Ability to collaborate with supporting resources across business and/or functional lines.
• Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
• Act as the escalation point for high priority support issues.
• Able to interpret end user license agreements.
• Could work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
• Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
• Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
• Must be knowledgeable in the English language/speak clearly and understandably use the English language.
• Ability to understand and follow processes established for the Service Desk.

Required Skills

• 2 Years IT experience.
• 2 Years Troubleshooting experience.
• 2 Years experience documenting procedures.

Desired Skills

• Experience using ServiceNow is required.
• Retail customer service experience is desired.
• Service Desk experience is required.

Pay

N/A

Schedule

N/A

Benefits

N/A