Service Desk Analyst II

4 weeks ago


Flint, United States Robert Half Full time
Job DescriptionJob Description

This role falls within the information technology industry and involves providing technical assistance and support related to computer systems, hardware, and software. As a Service Desk Analyst, you will respond to queries, run diagnostic programs, isolate problems, determine and implement solutions, and provide end-user assistance where required.


Responsibilities:

  • Provide excellent service and build relationships with colleagues daily.
  • Work independently and as part of a team to meet established goals.
  • Keep up-to-date knowledge on company's products, services, technology, and procedures.
  • Compile necessary documentation for fulfilling customer needs.
  • Document all required notes in the appropriate systems.
  • Follow up with customers to ensure issues have been resolved.
  • Drive initiatives to improve the service desk.
  • Collaborate with internal support groups to provide the best service to our colleagues.
  • Perform any other duties assigned.



Basic Qualifications:

• Minimum 1 year of IT support, customer service, and call center experience. This can be a combination of professional work experience, internships, academic projects / coursework.

• Associate's Degree


Preferred Qualifications:

• Availability to work daytime and evening hours during the week, and on some weekends.

• Previous experience in a banking environment preferred.

• Excellent professional verbal communication skills.

• Ability to resolve complex customer problems quickly using various resources including computer screens and reference materials.

• Experience dealing professionally with irate customers.

• Must be able to use a headset and sit for long periods.

• Proficiency with Microsoft Office applications and Internet.

• A+ and Network+ certifications.

HDI certifications preferred. > 


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