Help Desk Analyst III

About the role

At Vomela our greatest asset is our people. As a full-service visual communications company, we are looking for creative and intellectual thinkers that work with our customers to create compelling brand solutions and foster meaningful connections. And while you're focused on creating big things for global and local brands, we will help you build a career you can be passionate about. Apply now to find your place at Vomela.

Responsibilities

• Service desk analyst receives and handles requests for on-site and remote service, following agreed procedures.
• Logs incidents and service requests and maintains relevant records.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates knowledgebase for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• During change, acts systematically to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
• Responds to common requests for service by providing information to enable fulfillment.
• Promptly allocates unresolved calls as appropriate.
• Maintains or creates records in knowledgebase, informs users about the process, and advises relevant persons of actions taken.
• Assists with employee onboarding and offboarding tasks.
• Other duties and projects as assigned.

Requirements

Qualified individuals with 3+ years of Help Desk experience looking to further develop their IT skill set.

Qualifications

• An associate degree in the field of business administration, computer science, or management information systems.
• 3-5 years of related work experience is preferred.
• CompTIA certifications desired. (ITF+, Tech+, A+, Network+, Security+)
• Experience working in a team-oriented, collaborative environment.

Skills

• Technical knowledge and experience with desktop hardware and operating systems, networking basics, desk and mobile phones, software installation/configuration/troubleshooting.
• Proficiency with ITSM tools and ticketing systems for tracking and managing user support requests.
• Time management skills to multitask and adhere to SLAs.
• Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly.
• Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members.