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Service Desk Analyst

2 months ago

Kingwood, West Virginia, United States Randstad Full time
Job Summary

We are seeking a highly skilled Service Desk Analyst to join our team at Randstad. As a Service Desk Analyst, you will be the primary point of contact between end users and the IT organization, providing initial problem determination, diagnostics, and resolution for incidents and service requests.

Key Responsibilities
  • Manage all inbound interactions for compatibility and connectivity issues
  • Suggest workarounds or alternatives if a permanent solution is not possible
  • Provide incident resolution or engage other Service Desk resources or appropriate service resources to resolve incidents
  • Identify and use the appropriate priority levels and categorization for logging incidents and requests
  • Provide support for software, hardware, and infrastructure, along with escalation if an incident cannot be resolved by the Service Desk
Requirements
  • Spoken and written proficiency in German, at least at the upper-intermediate level
  • Qualified candidates should have experience with the Microsoft Office Suite, Microsoft Office 365, and Exchange, along with experience in troubleshooting Windows and desktop tier 1 issues
  • Experience with remote tools, remote sessions, and remote communication tools
  • Experience with both iOS and Android devices
  • Familiarity with VPN tools
  • Experience with Citrix Receiver and Virtual Desktops
  • Understanding of Active Directory and permissions
  • Ability to understand and work within an ITIL-based Incident Management System like ServiceNow
  • Active or recent experience in a Service Desk support environment with ticketing system experience
What We Offer

We offer a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).