Service Desk Analyst

Description

The Service Desk is the central point of contact for employees and customers. While providing the highest level of customer service, the Service Desk Analyst I answers incoming calls, tracks all information in a call tracking system, uses a knowledge management tool along with their expertise to resolve level 1 incidents in a timely fashion. The Service Desk Analyst I escalates unresolved incidents and service requests to the proper level 2 and 3 support teams. Troubleshoots basic end-user issues on various platforms, to include software, hardware, network and telecommunications systems, as well as, provides basic desktop support.
Essential Duties and Responsibilities:
• Troubleshoot and resolve tickets within SLAs related to operations and end-user requests
• Comply with standard processes and procedures documentation
• Strong customer service focus to successfully interact with end-users and peer teams
• Interact closely with customers to understand their needs and / or requirements
• Ability to coordinate with geographically dispersed teams to achieve results
• Consistently seeks to develop self and skills needed to be prepared for future opportunities
• Contact support teams as necessary to assist with incident resolution regarding system outages
• Follow up on unresolved ticket status on behalf of the customer
• Resolve password / account access related calls
• Receive, log and manage several calls each day from internal and external customers via telephone and or web based ticketing system
• Troubleshoot IT related incidents, related but not limited to, software, network, laptops/desktops and printers
• Escalate unresolved calls to various support teams
• Ability to support 24x7x365 on-call rotation as needed
Minimum Skills and Competencies:
• High degree of initiative, mature judgment, and discretion
• Must perform well in high-energy, dynamic and team-oriented environments
• Ability to work in a team environment
• Solid written and verbal communication skills
• Experience working with an enterprise ticketing system
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Strong knowledge of Microsoft based operating systems
Desired Skills:
• Bachelor’s Degree in an IT related discipline, or the equivalent combination of education, professional training, and / or work experience
• 1+ years of experience in an IT support environment
• ITIL Service Management experience preferable but not essential
• Active Directory knowledge a plus
• CompTIA IT Certifications a plus

Enterprise Req Skills

Helpdesk,Heat,Windows,VPN,Help desk support,Password Resets

Job Title

Service Desk Analyst Level 1

Top Skills Details

1) 1-2+ years of helpdesk experience in an enterprise environment doing password resets
2) Experience working within a formal ticketing system. They use Heat, but other formal ticketing system experience is acceptable.
3) Proven experience with over the top customer service

Additional Information

100 % Remote

Drug Test Required

true

EVP

-Great opportunity to be a part of a growing company and team.
-Career growth starts internally
-Growing through acquisitions
-$2.5 Billion company

Work Environment

Corporate environment. They are growing, so there are definite adjustments being made. There are certain employees who sit at tables while their desk areas are getting set up. This is not a micro-managing environment. They look for people who want to learn and grow.

Additional Skills Tags

Additional Skills & Qualifications

Strong documentation skills. Ability to work with a team in multiple different locations. Strong communication skills.

Business Qualification

Impact to the Internal/External Customer

The IT support helps to keep the business up and running. It keeps down times low and sales/productivity up. Also, the first line of support helps to free up higher level IT to work on higher level issues.

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