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Service Desk Analyst

2 months ago

Detroit, Michigan, United States Juno Search Partners - Open Positions Full time
Job Title: Service Desk Analyst

We are seeking a highly skilled Service Desk Analyst to join our dynamic and fast-paced IT Service Desk team. As a Service Desk Analyst, you will play a crucial role in supporting users across various channels, providing excellent customer service, and troubleshooting technical issues.

Key Responsibilities:
  • Engage with customers through detailed intake of calls, emails, and walk-ups, and attempt to resolve issues immediately or escalate to the appropriate Service Team.
  • Mentor junior staff and assist in their development, acting as a point of escalation for issues.
  • Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.
  • Create and review IT knowledge articles for the end-user support portal and play an active role in supporting the portal.
  • Communicate with customers to gather required data to facilitate resolution of customer issues/requests and maintain customer communication throughout the resolution process.
  • Manage communications to the IT customer base regarding incident/problems and outages when necessary.
Required Skills:
  • Technical Expertise:
    • 2+ years of experience imaging, configuring, deploying, and troubleshooting hardware (PC and iOS devices).
    • 3-5 years of Service Desk/Technical Support experience.
    • Knowledge of ITSM tools for managing tickets, resolving calls, and routing to appropriate service teams.
  • Customer Service: Exceptional customer service skills in both face-to-face and phone interactions.
  • Communication: Strong verbal and written communication skills with attention to detail.
  • Education: Bachelor's Degree or equivalent experience.
Soft Skills:
  • Customer-focused with the ability to deliver a superior service experience.
  • Detail-oriented and highly organized, able to handle multiple tasks efficiently.
  • Outgoing, adaptable, and comfortable in fast-paced environments.
  • Effective communicator, both verbally and in writing, with a quality-driven, results-oriented mindset.
  • Ability to work well under pressure and maintain professionalism in an open and busy environment.
About Juno Search Partners:

Juno is an Equal Opportunity Employer committed to providing equal opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by law.