Help Desk Service Analyst

This predominantly phone support based role, also involves coordinating, diagnosing, and troubleshooting incoming technical support calls for a wide variety of clients and industries. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.

Key Responsibilities:

Assisting L1's with escalations and technical questions. They also provide technical coaching and training as things change in the environment.

Resolves Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution(L3 Agent, Manager, etc.)

IT Service Desk - provides first level technical support through phone, email and chat support (if applicable) to resolve technical end user service and support requests

Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution

Follow-up with end users to provide status updates as per service level guidelines(SLA's)

Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).

Communicates with customers at all levels of technical and non-technical skills sets

Follow all standard operating procedures (SOP) through the effective use of Knowledge management

Work collaboratively with people across the organization

Support for PCs, laptops, printers, cell phones, and tablets etc.

Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, including install, modification and repair

Qualifications:

Minimum of 18 months+ experience working in a IT Service Desk/inbound Call Center environment

Experience using ITSM Ticketing tools (e. g. ConnectWise) or similar ticketing systems to manage and track incidents

Preferred, not required: Associate s (or equivalent) degree in Computer Science or Information Technology from a technical school

Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))

Ability to talk and type accurately at least 30 wpm

Sound understanding of customer support, operations, and processes

Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

Working knowledge of the Microsoft Office application suite including MS Outlook

Experience with multi-platform Windows O/S required

Active Directory, and Exchange preferred

Solid analytical/cognitive skills to troubleshoot complex and technical problems

Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Demonstrated capability to achieve results under pressure in a fast paced client driven environment

Strong desire and enthusiasm to serve customers

Basic knowledge of ITIL, Service Desk metrics/SLA s, and mobile device support