Help Desk Analyst

Description:

Service Desk Analyst – Long-Term Contract

Location: Hybrid – Local candidates preferred for 2–3 days onsite per week (flexibility available)

A growing team is seeking a motivated and customer-focused Service Desk Analyst to join their Technology Service Center. This is a Level 1 support role where you'll be the first point of contact for technical issues, handling incoming phone calls, emails, and ticket inquiries. On average, you can expect to manage between 17–35 calls per day.

You'll receive one week of structured training followed by a shadowing period before transitioning into taking calls independently. The role offers exposure to a wide range of technologies, including:

• Salesforce – a highly customized version tailored to internal operations
• Microsoft 365 & SharePoint – user support and troubleshooting
• A variety of other internal applications

Key Responsibilities:

• Analyze and respond to incoming requests related to PC hardware, software, and telephony
• Fulfill service requests using approved solutions
• Load and configure software on PCs
• Troubleshoot hardware/software issues
• Maintain and update the hardware tracking database

What We're Looking For:

• Strong customer service skills; comfortable interacting with all levels of the organization and professionally setting boundaries when needed
• Excellent organizational and multitasking abilities; able to prioritize effectively
• Team-oriented mindset with initiative to seek out process improvements and additional tasks when bandwidth allows
• High attention to detail