Service Desk Analyst

1 month ago

Columbus, United States Manifest Solutions Full time
Job DescriptionJob Description

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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