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Service Desk Analyst
1 month ago
Manifest Solutions is currently seeking a Service Desk Analyst for a position in Columbus, OH.
- Experience troubleshooting issues in an Enterprise Windows and/or Mac environment – Able to resolve at least 60% of assigned incidents at first contact.
- Experience fulfilling service requests, such as installing unpackaged software, installing peripherals or drivers, tracking inventory and on occasion, performing computer refreshes for Windows and Mac devices.
- Commitment to following all ticketing guidelines and adhering to SLO's and exceeding 95% positive customer satisfaction surveys.
- Installing MDM and troubleshooting mobile devices problems (iOS and Android)
- Troubleshooting issues with Teams, Zoom, or Webex.
- Fluent typing ability and able to conversate via chat with proper grammar and etiquette.
- Communicate effectively with staff by phone and be able to produce written communications (emails/chat) in a prompt and professional manner.
- Other duties as assigned.
Job Qualifications
- College Degree and 2 years of direct experience working for an Enterprise Service Desk. Certifications accepted in lieu of experience/education include: HDI, A+, Microsoft Technologies (Windows 11, M365, SharePoint Online permission management), Apple Technologies (Jamf), ITIL Foundations.
- Able to work with general instruction, oversee projects and/or mentor junior staff on policies and procedures.
- Ability to de-escalate difficult situations and effectively collaborate with senior staff and junior staff.
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