Service Desk Analyst

5 days ago


Albany, New York, United States Michael Page Full time
Job Title: Service Desk Analyst

The Service Desk Analyst is the primary point of contact between end-users and the Technology department. This role is responsible for recording and resolving IT service issues and service requests in a timely and efficient manner.

Key Responsibilities:
  • Take ownership of user problems and provide timely updates on the status of issues
  • Conduct inductions and training for Microsoft Office applications
  • Provide statistics for weekly Service Desk reports, including trend analysis
  • Produce support documentation and training materials to assist staff
  • Create and manage user accounts, groups, and distribution lists
  • Perform password resets and manage Comms room equipment
  • User on-boarding and off-boarding
Additional Responsibilities:
  • Deal with support tickets and work on assigned projects and tasks
  • Perform duties assigned from time to time, including report preparation and presentations
  • Responsibilities may require working evening and weekends with short notice
Requirements:
  • ServiceNow experience or certification
  • Service Desk Institute Analyst certification
  • Microsoft certification
  • Practical VMWare experience
  • Comp TIA A+
  • ITIL certification is a plus
  • Previous Service Desk experience
  • Cisco telephony, AV and video conferencing skills
Top Skills:
  • MS shops, Windows (Intune, Azure, MS Teams, MS Office Suite)
  • Supporting NYC office (150~ users) but will at times support global offices (650~ users)
  • Bloomberg is ideal

This is a long-term contract with hybrid flexibility. Michael Page is an equal opportunities employer and welcomes applications from diverse candidates.



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