The IT Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “high-touch” level of support to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat, web tickets and in person.
- Prior Service Desk or Desktop Support experience required
- One year of desktop-based hardware support experience preferred
- Incident Management experience - ServiceNow
- Basic user & security group Active Directory administration experience
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10
- Strong knowledge of Mac OS X operating system
- Experience with using and troubleshooting Outlook for Mac & PC and Office 365 (permissions, calendaring, delegation)
- Experience with using and troubleshooting Collaboration & Productivity tools Box, G-Suite, & Slack
- Familiarity supporting VPN issues
- Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory
Interpersonal Skills
- Self-starter
- Passionate about providing excellent customer service and follow-through to completion
- Good problem solving, diagnosis and troubleshooting skills
- Ability to communicate technical issues in non-technical terms
- Ability to work independently and within a team
- Ability to work cross-functionally
- Troubleshoot software, hardware and connectivity issues remotely.
- Troubleshoot video conference issues.
- Ability to understand & articulate root cause on customer issues.
- Log all Service Desk contacts into Incident Management System (ServiceNow)
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
- Familiarity with encryption and security tools and triaging within this environment.
- Assist customers in gaining access to various systems and servers.
- Provide support for remote employees using AppStream environments, VDI machines, and Avaya/Cisco telephony.
- Setup and maintain shared mailboxes/distribution lists in Exchange Management Console/Exchange Admin Console.
- Deploy/patch software using Casper and LANDesk technologies.
- Communicate call trends and challenges team meetings.
- The ability to take on small projects from start to finish
- Knowledge Base and process documentation skills.
- Work closely with the team to resolve or properly close aging tickets.
- Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Analyze and resolve incidents with a goal of 90% First Call Resolution
