Service Desk Analyst
IDR, Inc. · Plano, TX · Yesterday
On-siteInformation TechnologyFull-time
About the role
IDR is seeking a Level 1 Service Desk Analyst to join one of our top clients in Plano, TX. This role is perfect for individuals passionate about providing exceptional technical support and eager to work in a dynamic, team-oriented environment.
Responsibilities
- Deliver first-level technical support to both technical and non-technical customers via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve issues related to hardware, software, applications, and access, utilizing remote access tools for installations and repairs.
- Document and track incidents, service requests, and problems, ensuring efficient triage and escalation when necessary.
- Engage with vendors to coordinate issue resolution and perform proactive maintenance activities.
- Contribute to the creation and maintenance of technical documentation and identify opportunities to enhance service delivery processes.
Requirements
- Minimum of 3 years of experience in IT support or service desk roles.
- Proficient in Microsoft Windows operating systems, Microsoft Office Suite, and web-based applications.
- Experience with IT service management tools such as ServiceNow and other ticketing platforms.
- Strong communication skills with a customer-focused mindset, capable of supporting users at all technical levels.
- Excellent analytical and problem-solving abilities, with a keen attention to detail and documentation.
Benefits
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry-leading organization
- Close-knit and team-oriented culture
About IDR
IDR has 25+ Years of Proven Industry Experience in 4 major markets, an Employee Stock Ownership Program, Medical, Dental, Vision, and Life Insurance, and is a Clearly Rated's Best of Staffing® Client and Talent Award winner 12 years in a row.