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Help Desk Analyst
2 months ago
JOB DUTIES
Models’ ethical behavior and executes job responsibilities in accordance with client's core values, ethics, and information protection policies.
- Omni Channel IT Support: Respond to and fulfill service desk requests originating from all channels (Calls/ServiceDesk/Instant Message/Email/Text) within the Service Levels.
- Responding to and prioritizing reported service incidents and coordinating with designated business coordinators. Provide communication and updates via web portal and email. Work with impacted IT teams to ensure timely closure of incidents and ensure documentation of Root Cause and remediation. Respond to catastrophes and support of catastrophe response.
- Perform onboarding, changes, and offboarding of customer access, accounts, equipment, and services. This includes New Hire Configuration, Catastrophe Adjuster support, setup, onboarding, access management, software installation/configuration/removal, asset management, laptop replacement and refreshes, as well as decommissioning of departed employees.
- Coordinate with other technology teams on 3rd level customer issues, as the “face of the customer”. Maintain presence as a “single point of contact” for the customer, managing their requests to resolution.
- Participate in and make suggestions on process improvement and streamlining of Service Operations Activities. Contribute to Help Desk knowledge base articles.
KNOWLEDGE, SKILLS, and ABILITIES
- Understanding of Service Levels and KPIs (Key performance Indicators).
- Installing and setting up computer systems or software.
- ITSM processes.
- Installing and setting up computer systems or software.
- Respond to and support level II events related to system and hardware failures.
- Level II troubleshooting for software and hardware.
- Able to configure and manage systems access using system interfaces and tools.
- ITSM Certification preferred, but not required (PREFERRED)
- A+ Certification preferred, but not required (PREFERRED)
- IT Support Certification (Google Professional, IBM Professional, HDI) preferred but not required (PREFFERED)
Relevant Experience
- 4+ years in a customer facing role.
- 4+ years in a multi-role environment (Deskside, telephone, digital) Service Desk Environment.
EDUCATION
- High School Diploma | GED (REQUIRED)
- Bachelor’s Degree OR 3 years relevant experience, OR a combination of college education and relevant experience equivalent to 3 years
