Service Desk Analyst

1 week ago

Ennis, Texas, United States eXcell, a division of Compucom Systems Full time
Service Desk Analyst Job Description

eXcell, a division of CompuCom Systems, is seeking a skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical support to our clients and ensuring prompt service delivery through the monitoring and management of incidents and support requests.

Key Responsibilities:
  • Provide first response, initial triage, and troubleshooting for all support items received through various channels.
  • Ensure tickets are created for all client contacts and accurately capture incoming tickets as either incidents or service requests.
  • Assess impact and urgency of incidents or support requests to determine priority and escalate or reassign tickets as needed.
  • Identify trends in incidents to support problem management and record all outages within the ticketing system.
  • Participate in on-call rotation and respond to incidents outside of business hours.
Requirements:
  • 2-3+ years' experience in Level 1 technical support.
  • Experience providing technical support in an enterprise environment consisting of Windows PCs, thin clients, Citrix, MacOS, and iOS devices.
  • Experience supporting M365 applications and email systems such as Exchange/Outlook.
  • Excellent customer service skills with an ability to demonstrate empathy.
  • Strong troubleshooting, investigative, and problem-solving skills.
Additional Skills:
  • Solid Active Directory knowledge.
  • Experience imaging/deploying desktops, laptops, and mobile devices.
  • Experience supporting mobile devices using Intune or other MDM solutions.
  • ITIL Foundation certificate.

eXcell offers a comprehensive benefit package, including health insurance, 401k, basic life/AD&D, supplemental insurance plans, paid time off, paid holidays, paid sick leave, FSA/HSA pre-tax benefits, and employee discounts. We are unable to sponsor H1B visas at this time. eXcell supports equal employment opportunity.

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