Service Desk Analyst

SUMMARY:

The Service Desk Analyst will report directly to the Technology Support Service Team Lead and will be responsible for providing an excellent level of service to internal customers who request technical assistance. The individual selected for this position will provide technical support by phone, email, and or through face-to-face interactions by receiving, prioritizing, documenting and actively resolving end user technical help requests. The employee in this role may also repair devices; and may set up and deploy new technology solutions.

COMPANY INFORMATION:

National Heritage Academies (NHA) partners with communities to build and operate public charter schools. Founded in 1995, today NHA has over 100 schools in nine states, serving more than 60,000 students in kindergarten through 12th grade. Our schools are designed to eliminate the achievement gap and provide school choice to families so their children are prepared for success in college, career, and life. In fact, a majority of our schools consistently outperform their local district on the state test. According to the Center for Research Outcomes at Stanford University, NHA is a leading performer among charter schools and management organizations, outperforming both conventional district schools and other charter school operators. In addition, according to our employee survey, over 90% of respondents agree that the work they do is meaningful to them. Join us. Together we impact a life.

DUTIES AND RESPONSIBILITIES:

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from Service Desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the Service Desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure an incident has been adequately resolved.
• Contribute to technician knowledgebase as needed
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• Assist with deployment of refresh and new technology
• Accountable for 90%+ customer satisfaction on resolving trouble tickets
• Work closely with team leadership, immediate team and cross-department peers, and vendors to optimize technology for our internal customers

QUALIFICATIONS:

To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required

• ITIL, A+ or Network+ certifications preferred
• 1-2 years of experience in a technology customer support and or technology help desk environment
• Ability to explain technical concepts to non-technical personnel
• Experience with client operating systems and related hardware preferred, with Apple experience being a plus
• Basic knowledge of wired and wireless network connectivity
• Strong verbal and written communication skills
• Excellent customer service skills
• Ongoing interest in technology solutions, and desire to stay current with the ever-evolving landscape.

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National Heritage Academies is an equal opportunity employer.