Service Desk Analyst

4 weeks ago


Miami, United States RPL International Full time

### Job Title: Service Desk Analyst


**Overview:**

Seeking a Service Desk Analyst to handle customer incidents and requests efficiently, log and track issues, and ensure a high-quality support experience.


**Responsibilities:**

- Address and resolve customer incidents promptly.

- Log incidents in the service desk software.

- Troubleshoot software and hardware issues.

- Provide a single point of contact for customers, ensuring timely resolution.

- Build strong customer relationships and communicate progress effectively.

- Document resolutions and update the knowledge base.

- Respond to service desk calls outside normal hours as needed.

- Maintain confidentiality of customer and employee information.

- Manage end-user security access.

- Assist with IT projects and initiatives.

- Provide support via remote, phone, email, and in-person.

- Complete annual training programs.


**Requirements:**

- Associate degree in IT or equivalent experience.

- Minimum three years in IT, preferably in a Service Desk role.

- Proficient in Microsoft Office and advanced computer skills.

- CompTIA A+, Network+ certification or equivalent.

- Technical knowledge in application support, Windows servers, Active Directory, and desktop support.

- Experience with MS Office Suite, Windows 7, 8, & 10, and mobile device configurations.

- Bilingual in English and Spanish.

- Strong communication, problem-solving, and customer service skills.

- Ability to work under pressure and independently.


**Benefits:**

- Competitive salary

- PTO

- Hybrid work model

- Tuition reimbursement

- Paid parental leave

- Medical, Dental, Vision

- 401k

- Life Insurance

- Supplemental Insurances

- Short-Term & Long-Term Disability


**About Us:**

Join a global financial institution committed to professional and personal development. We value Reliability, Responsibility, Quality, and Innovation, and aim to make a significant impact in our dynamic environment.


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