Service Desk Analyst

Responsibilities

• Provide excellent customer service and level 1 technical support as a member of our Service Desk team.
• Serving as the initial point of contact within our IT Department, you will gather and analyze information about the reported issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem.
• Participate in the rollout and training of new technology solutions.
• Leverage and create Knowledge Base articles and SOP to resolve known issues.
• Escalate to Level 2 and Level 3 support personnel when needed.
• Evaluate new technologies within the scope of the team to determine benefit and value in the environment.
• Communicate effectively with all levels of management and staff.
• Promote cross-team relationships with other IT support team members to facilitate fast response.
• Mentor junior Associates.
• Strong troubleshooting skills.
• Accurately log detailed activities, track calls/requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution (utilizing ITIL fundamentals).
• Aids associates with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Works with procurement staff to purchase hardware and software.
• Assesses functional needs to determine specifications for purchases.
• Participate in call support rotation.
• Aid with conference room technology.

Qualifications

• Outstanding customer service skills, with the ability to empathize, and professionally troubleshoot and resolve customer’s issues.
• Strong troubleshooting skills.
• Maintaining, setup and upgrade (when required) desktop applications.
• Excellent verbal, written and/or interpersonal communication skills.
• Advanced level experience and working knowledge with a minimum of five of the following: computer hardware, Windows operating systems, Microsoft Office, Microsoft Active Directory, VDI, telephony, desktop imaging, hardware provisioning, Audio\Video technology and remote user access.
• Strong network experience which includes TCP/IP, VPN, Wi-Fi, and security policies.
• Familiarity with Remote/Home office support challenges.