Service Desk Analyst

3 weeks ago

Kingwood, West Virginia, United States Randstad Full time
Job Title: Service Desk Analyst

Job Summary:

The Service Desk Analyst is the primary point of contact between end-users and the IT organization. This role involves providing initial problem determination, diagnostics, and resolution for incidents and service requests involving supported software, hardware, and infrastructure. The Service Desk Analyst is responsible for collecting information through the use of organizational tools, customer conversations via phone/email/chat/self-service, accessing support tools, KB articles, and additional support staff if needed.

Key Responsibilities:

  • Represent the Service Desk as an organization of the Client.
  • 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 to set criticality levels.
  • Provide support for software, hardware, and infrastructure, along with escalation if an incident cannot be resolved by the Service Desk.
  • Create a positive customer support experience and build strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress updates, and handling customers with a consummately professional attitude.
  • Ensure customer satisfaction throughout the end-to-end customer experience, providing a single point-of-contact for the customer with transparent and timely communication.
  • Document issue(s), equipment being used, steps taken, and resolution, also update and request self-help and knowledge base articles as appropriate.
  • Grow general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve incidents and requests on the first contact.

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. At least 1 year of experience in customer support is preferred.
  • Excellent customer service and organizational skills are required.
  • Tech-savvy, good problem-solving, analytical, and team-working skills.
  • Two-year computer science degree or equivalent experience preferred.
  • Able to type 40 plus words per minute.
  • Ability to perform under a high-pressure environment.

Work Environment:

The Service Desk Analyst will work in a fast-paced, dynamic environment, providing support to end-users across various locations. The ideal candidate will be able to work independently, prioritize tasks effectively, and maintain a high level of customer satisfaction.

What We Offer:

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

Equal Opportunity Employer:

Randstad Digital is an equal opportunity employer and welcomes people of all abilities. If you require a reasonable accommodation to make your application or interview experience a great one, please contact us.

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