Service Desk Analyst I
Job Type: Contract
The Service Desk Analyst I is responsible for providing service-focused first level technical support to the user community through phone, email, chat, and walk-in encounters. Types of support encounters include accounts, networks, platforms, servers, and applications, with the goal of resolving the customer’s request on first contact. In addition, the Service Desk Analyst I is responsible for monitoring, tracking and seeing the customers issue through to resolution ensuring the highest level of customer satisfaction. The Service Desk Analyst I is also responsible for identifying the need for and developing self-help materials for customers and support staff under the direction of their supervisor. This position works as part a highly collaborative support team. Strong team commitment as well as the ability to work independently are required. The Service Desk Analyst I’s work is planned and reviewed by the Service Desk Manager. This candidate must be able to work a flexible work schedule especially during peak periods.
Requirements • This position requires a minimum Associates Degree in Information Systems, Business, Marketing and Communication or related fields, or equivalent work experience. Help Desk Institute participate and certification a plus. • 1+ years technical expertise with end user related technology hardware and software (Windows OS, VPN, laptop/desktop hardware, mobile devices, LAN/WAN, Email, Active Directory, Video Conferencing solutions, IAM platforms) • Experience with ITSM tools and remote support technologies • Experience with Office365 cloud-based technology including configuration and troubleshooting of mail clients on PC and mobile device platforms Skills Required • Strong self-motivated team player with ability to work in a highly collaborative environment • 2+ years’ experience developing strong interpersonal, team and customer relationships • 2+ years of experience demonstrating the ability to prioritize and multi-task and strong problem resolution skills. • 2+ years demonstrating strong analytical and problem-solving skills • Strong written and verbal communication skills Abilities Required • Ability to thrive in an environment of constant learning, and require the ability to think critically • Ability to manage projects to completion and meet deadlines • Ability to communicate effectively at various levels of the organization