Service Desk Analyst

Description

The Service Desk Analyst has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users in a 24x7 capacity around the globe, with majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues.

Experience:

1-2 years of helpdesk / call center experience

1-2 years of experience working with “help desk ticketing tools” i.e. Service Now, Ivanti

Experience supporting Work from Home end-users

Experience working remotely as a team member

Skills:

Ability to troubleshoot common Windows related issues

Working knowledge of Active Directory

Working knowledge of Domain hierarchy

Working knowledge of Microsoft Windows OS

Microsoft Office Products including:

Word, Excel, Outlook, PowerPoint, Teams

Troubleshooting VPN Clients

Strong written and oral communication

Ability to learn and troubleshoot custom applications

Ability to search knowledge documentation and past tickets for solutions

Monday - Friday (In-Office)

Skills

call center customer service, call center operations, phone support

Top Skills Details

call center customer service,call center operations,phone support

Additional Skills & Qualifications

Service Desk experience

Experience Level

Intermediate Level