Service Desk Analyst

3 weeks ago

Bonita Springs, United States AppleOne Technical Staffing Full time

Summary:

As a Service Desk Analyst, you will be the main liaison between our employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will troubleshoot application, mobile and computer problems, perform hardware and software diagnostics, and will implement or coordinate needed repairs via phone, chat, or email. Document user's support issues through our internal tracking system which includes opening, updating, escalating, resolving, and closing support tickets following the current internal end-user Service Level Agreement to ensure a timely resolution.


Responsibilities

  • Support proprietary applications and infrastructure for all North America
  • Analyze user needs, facilitate support, and provide complete solutions whenever possible
  • Communicate issues and opportunities to Service Desk leadership
  • Maintain a high degree of working knowledge with all IT system and business applications within the Herc portfolio
  • Provide accurate and correctly detailed documentation for each solution
  • Respond to and resolve issues within Service Level Agreement timeframes
  • Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment to provide first-level technical support.
  • Provide top-tier customer support for all users, including Senior and C-Level management
  • Be able to ask efficient probing questions and use working knowledge of systems to determine the root cause of any issue as quickly as possible
  • Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments


Professional Experience

  • 1-3 years' experience in Help desk Support or equivalent field
  • Be experienced in supporting desktop operating systems such as Windows 7/8/10
  • Expert knowledge of Microsoft Office suite of applications
  • Proficient in mobile technology e.g. IOS and Android devices
  • Experience providing phone and remote support for users
  • Experience working with complex technical issues
  • Knowledge around IT related systems or applications
  • Experience in customer service-related roles
  • Understanding of ITIL practices and ServiceNow
  • MS Office Skills (Excel, PowerPoint, Word)


Educational Background

  • Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience Preferred


Skills

  • Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently
  • Application Support Service Delivery (Service Management) knowledge
  • Excellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized manner
  • Self-Starter; be able to work independently and get work done
  • Strong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to be a team player
  • Strong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard application

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