Service Desk Analyst

2 weeks ago


Richmond, United States Virtual Full time

Vaco is in search of an experienced Service Desk Analyst. The ideal candidate must possess strong problem-solving skills and thrive in a collaborative, fast-paced environment. We're seeking someone with a passion for delivering excellent customer service.

Key Responsibilities:

Manage incoming customer calls and email related to IT support and Service Requests.

Handle 70% of incoming calls, routing advanced issues to second-level support teams.

Perform password resets and address general IT inquiries.

Supervisory Responsibilities: This role does not entail any supervisory responsibilities.

Skills and Abilities:

Ability to ascertain and meet customer expectations.

Effectively work in a fast-paced team environment, adjusting to changing priorities.

Prioritize tasks independently with minimal guidance.

Solve complex problems and complete projects autonomously.

Manage competing priorities effectively.

Strong oral and written communication skills.

Provide, maintain, and follow technical documentation.

Required Tools/Technologies:

Proficiency in Windows 10 and 11.

Familiarity with Service Desk Ticketing, Incident Management, Problem Management, and Asset Management.

Education and Experience:

IT Education or a minimum of 2 years' experience in an IT Service Desk role.

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