IT Service Desk Analyst

Description

The Service Desk Analyst is responsible for providing a single point of contact for all IT related user inquiries and issues.

QUALIFICATIONS AND PREFERRED SKILLS

Essential:

• 3+ years’ of Help Desk support experience providing technical support in a fast-paced enterprise environment.

• Knowledge of computer hardware, software, and operating systems.

• Experience troubleshooting and resolving technical issues.

• Possess strong logic, problem solving, and reasoning skills.

• Familiarity with Help Desk ticketing systems and customer support software.

• Ability to provide courteous and efficient customer service.

• Comfortable providing both in-person and remote deskside support.

• Excellent communication skills, both written and verbal.

• Ability to work independently and as part of a small team.

• Technical aptitude and a willingness to continuously learn and stay updated on technology changes.

• Understand ITIL concepts.

• Experience supporting macOS in an enterprise environment and leveraging Jamf.

• Experience Windows OS in an enterprise environment and leveraging Microsoft SCCM and Intune.

• Advanced knowledge of Microsoft 365 / Office 365 suite of applications.

• Experience supporting collaboration tools Microsoft Teams, Mural, Microsoft Teams Room devices (MTR’s), Surface Hubs, etc.

• Working knowledge and understanding of LAN/WAN networks.

Skills

Troubleshooting, Customer service, Help desk support, Technical support, Hardware, provisioning, sccm, Mac, Mac support, Office 365, Servicenow, Windows, Desktop

Additional Skills & Qualifications

This role will be responsible for, but not limited to the following:

• In-person coverage of our Support Bar and/or Service Desk. The Service Desk Lead will coordinate coverage scheduling to ensure and prioritize customer service.

• Assisting customers in moving their IT equipment.

• Resolving problems and change consumables for multi-function printers.

• Providing initial IT setup assistance to new starters, both in-person and via phone call or Teams call.

• Providing 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, audio/visual, and telecommunication equipment.

• Providing initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion.

• Assisting in the development of ServiceNow functionality and extending the Service catalog and FAQs. Continually train new Service Desk Analysts on problem resolution.

• Ensuring calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times.

• Displaying elevated working standards, ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.

• Responding to satisfaction surveys and looking for improvement opportunities.

• Proactively monitoring the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate.

• Working with the team to ensure all documentation and the CMDB is kept up to date at all times.

• Review weekly changes to ensure proper association between recurring incidents and change activities.

• Being a team player dedicated to providing positive, highest level customer service experience at all times.