Service Desk Analyst

View full description

Requirements:

• 2+ years of demonstrated experience and proficiency providing support for (but not limited to): Microsoft Windows, macOS, Mobile Device Management, M365. O365, Microsoft Entra ID, VPN
• Demonstrate analytical skills to diagnose and solve computer-related problems, including hardware, software, and network connectivity issues.
• Experience with ticketing systems (e.g., Service Now) and remote support tools.
• Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
• Strong troubleshooting and problem-solving skills
• Confidence to “Speak Up” and share knowledge, areas of improvement, etc.
• Collaborative, team-player, stays “Cool Under Pressure”
• Familiarity with ITIL best practices is a plus
• Ability to provide off-hours on-call support (including holidays and weekends)

Responsibilities:

• Deliver courteous and prompt responses and solutions to end-user submitted issues and requests, via phone, email, web portal and live chat.
• Exhibit exceptional verbal and written communication skills with a strong focus on providing excellent customer service.
• Maintain an average record of resolving at least 75% of issues and service requests immediately.
• Escalate complex issues to Level 2/3 and Engineering support teams as necessary
• Prioritize and manage multiple cases effectively, ensuring adherence to Service Level Agreements (SLAs).
• Assume ownership of cases and see them through to client-confirmed resolutions
• Assist with automation of repetitive tasks and suggest efficiencies
• Contribute to the knowledge base by documenting support-related solutions and client environments
• Identify repetitive issues for root cause analysis
• Participate on project teams, as required.