Service Desk Analyst
2 weeks ago
*Description:* Provide End User technical support in a fast paced single point of contact Service Desk capacity. Primary job function is to respond, handle, diagnose and resolve inbound End User interactions. Identifies, researches, and resolves technical problems. Documents, tracks and monitors the problem to ensure a timely resolution. Key Accountabilities and Priorities:
- Perform first level IT support related activities on incidents and requests on the use of company technologies and services (e.g. desktops/laptops, email, phones, printers, tablets etc.) remotely.
- Responsible for day to day logging, tracking and resolving of customer reported problems or concerns.
- Perform general software and e-mail support
- Escalate incidents and/or requests to the appropriate resource(s) to ensure timely resolution and customer satisfaction.
- Ability to multi-task in a fast-paced environment. Perform other duties as requested and/or assigned within area of expertise.
- Acting as the customer advocate for problem resolution.
- Demonstrate superior customer service skills.
- Demonstrate technical support competence on one or more computing platforms, standard business shrink wrap applications
- Non-Technical Skills: Strong soft skills are a must. We are looking for people that have a technical foundation and are eager to learn and grow with our organization.
- 1-2 years of Service Desk / call center experience
- 1-2 years of experience working with ITSM tools i.e. ServiceNow, Remedy, Heat, CA, etc.
- Ability to troubleshoot common Windows related issues
- Ability to demonstrate basic network troubleshooting skills
- Understanding of both wired and wireless networks
- Basic understanding of the Microsoft Office Suite
- How to create an enterprise outlook profile
- Troubleshooting and Creating rules
- How to create a PST
- 1-2 years of Service Desk / call center experience
- 1-2 years of experience working with ITSM tools i.e. ServiceNow, Remedy, Heat, CA, etc.
- Ability to troubleshoot common Windows related issues
- Ability to demonstrate basic network troubleshooting skills
- Understanding of both wired and wireless networks
- Basic understanding of the Microsoft Office Suite
- How to create an enterprise outlook profile
- Troubleshooting and Creating rules
- How to create a PST
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