IT Service Desk Analyst

View full description

Requirements:

• 1+ years experience in an IT role OR 2 or 4 year degree with some experience preferred.
• Deep Active Directory knowledge including creating and maintaining user accounts.
• Strong knowledge of Microsoft cloud-based applications like Office 365, Azure, SharePoint, etc.
• Proficiency with spam, malware, and third-party email security applications.
• Ability to manage tasks, handle shifting priorities, and make sound judgments with little oversight.
• Resourceful in technical abilities, responsive to employee needs, and excellent communication skills.
• Collaborative team orientation and a desire for continuous learning.
• Exemplary customer service skills and ability to explain concepts to users with varying levels of IT familiarity.
• Microsoft Certified Systems Engineer designation preferred.

Responsibilities:

• Troubleshoots IT-related incidents from software to hardware, including laptops, PCs, iPads, smartphones, and printers.
• Ensures end-to-end customer experience and provides a single point-of-contact for customers.
• Analyzes and resolves incidents and requests regarding application software or hardware.
• Logs and tracks incidents via ITSM tool (Freshservice).
• Escalates unresolved calls to appropriate internal staff or third-party vendors.
• Creates a positive customer support experience and builds strong relationships.
• Uses active listening to understand user problems and explains technical solutions to non-technical users.
• Acts as a liaison between product vendor support and hosted clients.