Service Desk Analyst

5 days ago

Clayton, United States Belcan Full time

A Service Desk Analyst job in Clayton, NC is currently available on the Belcan Team as a contract position providing support to one of our key pharmaceutical clients. To be considered for this role, you will have an Associate's degree in an IT related field and at least 1 year of IT Help Desk experience in a large enterprise environment.


Service Desk Analyst Job Duties:

* Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

* Receiving, logging and managing calls from internal staff via ticketing system, telephone and email

* 1st, 2nd and 3rd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers

* Troubleshoot basic network issues such as MPLS and broadband issues

* Escalate unresolved calls to the next level support team

* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

* To maintain a high degree of customer service for all support queries and adhere to all service management principles

* Publishing support documentation to assist staff with requests for information & provide staff training if required

* To arrange for external technical support where problems cannot be resolved in house.

* Active Directory creating user accounts, reset passwords, create groups etc.

* Microsoft Exchange creating mailboxes, distribution lists, contacts, storage quotas, and accesses etc.

* Troubleshooting of Microsoft based operating systems with emphasis on Windows 7 and Office 2010

* Respond to emergency situations and be on-call as assigned.



Qualifications:

* Associates Degree or higher in IT related field, or equivalent combination of certifications, education and experience

* Minimum of 1 year of Help Desk/Customer Service experience required

* Strong hardware & software technical troubleshooting experience required, with prior experience on enterprise systems preferred

* Excellent verbal and written communication skills

* Ability to multi-task in a fast paced, high pressure environment and ability to quickly learn new technologies as they are introduced

* Ability to interact effectively with employees at all levels

* Ability to help end users in stressful, hurried situations


Schedules open currently are T-F 10 am - 9 pm with a hybrid work schedule of 3 days in office and 2 remote days.

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