Service Desk Analyst

ABOUT US:

We are a Twin Cities-based Technology firm focused on delivering high impact solutions for complex IT initiatives for over 30 years. Our full-service organization offers support, from service desk and managed services to security, as well as management and IT strategy.

At Impact Technology Group "We Make IT Work" We stand by our core values: Integrity with Initiative, Modest, Fun (or "Phun"), Accountability, Caring, and Team Warriors.

POSITION SUMMARY:

Service Desk Analysts provide technical support and assistance to customers, whether over the phone or in person. Their primary goal is to ensure client satisfaction and help users operate technology smoothly.

Participates in "On Call" rotation to take after hour escalated calls, tickets and/or projects.

This position is currently a hybrid work arrangement. Employees may be asked to come into the office more frequently at the manager's discretion.

CORE RESPONSIBILITIES:

• Ticket Troubleshooter:
  • Resolve tickets promptly and accurately, prioritizing critical P1 and P2 issues to ensure minimal downtime and operational disruptions.
• Software Sherpa:
  • Assist users with software installations, configurations, and troubleshooting, ensuring our systems are utilized effectively to support business operations.
• Hardware Hero:
  • Provide comprehensive support for hardware issues, including desktops, laptops, and peripherals, ensuring swift resolutions to maintain productivity.
• User Access Sentry:
  • Manage user access requests and permissions meticulously, upholding security protocols while facilitating seamless access for authorized personnel.
• Incident Investigator:
  • Investigate and escalate incidents promptly, adhering to our ASA (Average Speed to Answer) of under 60 seconds for critical issues. Your proactive approach minimizes impact and ensures swift resolution.
• Knowledgebase Maestro:
  • Contribute actively to our knowledge base with a minimum of 1 contribution per week or 4 per month. Your contributions empower users and streamline issue resolution across the organization.
• Training Navigator:
  • Deliver effective user training on IT systems and tools, promoting self-service capabilities and enhancing user proficiency to reduce dependency on support.

SKILLS/ATTRIBUTES:

• Tech-savvy with knowledge of office automation products, databases, and remote control
• Demonstrate strong attention to detail
• Exceptional communication skills
• Commitment to customer service excellence
• Exhibit flexibility, adaptability, and a proactive approach to problem-solving
• Embrace our company values and exhibit leadership qualities by setting a positive example

ACCOUNTABLE METRICS:

Welcome to the team, where accountability meets excellence Your success is measured by these key metrics:

• SLA Compliance (Resolve and Response): Maintain a minimum of 85% compliance for P1 through P5 priorities.
• ASA (Average Speed to Answer): Maintain an ASA of under 60 seconds for critical issues.
• CSAT (Customer Satisfaction): Maintain a CSAT score of 4.6 or higher, reflecting user satisfaction with support interactions.
• Knowledge Contributions: Contribute at least 1 item per week to the knowledge base, fostering a culture of continuous improvement.
• QA Reviews: Achieve a 95% compliance rate on Quality Assurance reviews, ensuring consistent service quality and adherence to standards.

Your role is integral to providing reliable IT support and ensuring user satisfaction. By owning these metrics, you contribute to operational efficiency and user productivity. Embrace the challenge, own your numbers, and let's achieve success together

QUALIFICATIONS/EXPERIENCE/EDUCATION:

• Must have proficiency in English and fluency in French Canadian dialect
• BSc/BA in IT, Computer Science, or a relevant field
• Proven experience as a help desk technician or in a customer support role
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues

Senior Level (all of the above functions and skills plus):

• 1+ years IT service desk call center experience
• Provide support and lend expertise to the team
• Handle escalations and provide real-time support to other agents
• A+, Security+, Network+ required
• Apple/Google/MS Certified preferred

PHYSICAL DEMANDS/ENVIRONMENTAL FACTORS:

• Ability to observe details on a computer monitor
• Constant operation of a computer
• Communicate effectively over phone and through electronic messaging
• Extended periods of being stationary at desk
• Ergonomic Hazards- IT workers may face ergonomic issues due to prolonged computer use
• Chemical Hazards- IT environments may involve chemicals (e.g., cleaning products, fluids)
• Electrical Hazards- Exposure to live wires, faulty equipment, or electrical shocks can occur
• Physical Hazards- Tripping over cables, lifting heavy equipment, or working in confined spaces pose risks
• Psychosocial Hazards- Stress, work hours, and tight deadlines can impact mental health

We provide reasonable accommodation for employees with disabilities to enable them to perform the essential functions of the job. If you require accommodation, please let us know.

The duties, responsibilities, and activities assigned to this role may change at any time, with or without notice.

Impact Group is an Equal Opportunity Employer and prohibits discrimination based on a protected class, including race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.