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Service Desk Analyst

2 months ago

Columbus, United States Brooksource Full time

As a Service Desk Analyst for Brooksource's Private Aviation Client, you will be responsible for troubleshooting application or device problems; determine if solution is known and publish resolutions or workarounds in Service Now Incident, Problem or Knowledge management. As the Service Desk Analyst, you will provide tiers one/two/three support for team members to include: application, pc, laptop, peripherals, cellular phones, iPad and other telecommunications devices/supplies for all subsidiaries.

Responsibilities

  • Answers inbound phone calls and emails during an assigned shift in a 7x24x365 global Help Desk.
  • Provides technical assistance and problem resolution for employees requesting help on computer or network related issues.
  • Demonstrates a commitment to providing superior customer service. Adherence to time and metric's tracking is required.
  • Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and Shared IT.
  • Follows up on open tickets and confirms successful resolution with the client.
  • Creates and maintains user accounts and access privileges for Active Directory (Windows 2000/XP) and application systems.
  • Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.
  • Assists on Help Desk related projects and activities as assigned by management.

Minimum Qualifications

  • 1-2+ years information technology experience supporting inbound customer requests.
  • Experience in a fast-paced help desk or customer service environment required.
  • Proficiency with Microsoft operating systems, Apple iOS, Microsoft Office, and Microsoft desktop applications.
  • Proficiency with Active Directory, Mobile Device Manager (MDM) and Microsoft Outlook/Exchange administration.
  • In depth familiarity with various telecommunications devices and technology.
  • Excellent listening, questioning, and customer service skills.
  • Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.