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Service Desk Analyst
2 months ago
Join the State of Michigan team as a Service Desk Analyst in the Michigan State Senate. This is an exciting opportunity to work in a dynamic environment and contribute to the success of our organization.
About the RoleWe are seeking a highly skilled and motivated Service Desk Analyst to join our team. As a Service Desk Analyst, you will be the first point of contact for Senate end users seeking technical assistance over the phone, remotely, or through email. You will provide one-on-one training on computer software, prepare training material, and ensure that tickets are resolved following approved procedures.
Key Responsibilities- Manage customer expectations in a positive and friendly manner, setting the organizational standard for customer engagement.
- Provide end user support and user access management.
- Assess and manage service requests and incidents, using the current ticketing system.
- Identify problems, incidents, and requests then categorize and prioritize them in the current ticketing system.
- Provide first-call resolutions, doing appropriate troubleshooting when possible and escalating as necessary.
- Associate Degree in a related technical field or professional certification on applicable software packages preferred.
- Two years of related personal computer software experience and software instruction training required.
- Two years of Service Desk/helpdesk support preferred, performing activities that correspond to listed qualifications.
- Experience working in a team-oriented, collaborative environment.
- Familiarity with ticketing systems for logging, tracking, and resolving user issues.
We offer a competitive salary range of $45,000 - $65,000, a standard benefit package, and opportunities for professional growth and development. If you are a motivated and detail-oriented individual who is passionate about providing excellent customer service, we encourage you to apply for this exciting opportunity.
