Help Desk Service Analyst
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Job Description:
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.
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
Preferred 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