Help Desk Analyst

2 weeks ago

Andover, United States ALKU Full time

The Help Desk Analyst provides support for core, enterprise applications, hardware, and security. This person handles a variety of tasks including first-tier incident intake and triage, issue assignment and escalation, and is the primary liaison to the IT outsourced partner Network Coverage. Provides impeccable customer service to all ALKU employees.

Duties/Responsibilities:

  • Act as ALKU’s primary responder to the ALKU helpline, SOS
  • Triage all inbound help requests ensuring timely response and assignment
  • Troubleshoot issues directly with users to resolution or escalation
  • Liaise with IT partner, Network Coverage, on all issues and requests needing their attention
  • Liaise with subject matter experts within Technology team on all issues and requests assigned to them
  • Log tickets with vendor partners either directly or in conjunction with internal vendor owner
  • Oversee equipment handling needs and inventory across all offices
  • Conduct routine consultant equipment audits
  • Lead Enterprise trainings related to applications, security, and equipment
  • Create training and documentation on core applications like Microsoft Suite, Fuze, Zoom, Slack, Sift, and more
  • Create and facilitate quarterly company-wide phishing campaigns
  • Contribute to the exploration and development of ServiceNow platform
  • Provide help where needed on any special projects

Required Skills/Abilities:

  • Excellent verbal and written communication skills
  • Excellent interpersonal and customer service skills
  • Excellent sales and customer service skills
  • Excellent organizational skills and attention to detail
  • Excellent time management skills with a proven ability to meet deadlines
  • Strong analytical and problem-solving skills
  • Strong supervisory and leadership skills
  • Ability to prioritize tasks and to delegate them when appropriate
  • Ability to function well in a high-paced and at times stressful environment
  • Proficient with Microsoft Office Suite or related software

ALKrew Benefits:

  • Weekly pay (salary + commission)
  • PTO package (plus birthday day and volunteer time off)
  • Student loan reimbursement
  • Health benefits
  • Competitive 401K match
  • Employee resource groups
  • Childcare reimbursement

National Awards:

  • CollegeGrad.com Best Place to Work for Entry Level Employees
  • Fortune Best Place to Work for Millennials
  • Staffing Industry Analysts (SIA) Best Staffing Firms to Work For
  • Great Place to Work 100 Best Small or Medium Workplaces
  • Boston Healthiest Employers

** Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time **

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