Job Description
JOB DESCRIPTION:
The Service Desk Analyst is responsible for providing a single point of contact for all IT related user inquiries and issues.
WORK SCHEDULE:
- Monday through Friday 7:30am to 4:30pm
QUALIFICATIONS AND PREFERRED SKILLS
- 3+ years’ of Help Desk support experience providing technical support in a fast-paced enterprise environment.
- Knowledge of computer hardware, software, and operating systems.
- Experience troubleshooting and resolving technical issues.
- Possess strong logic, problem solving, and reasoning skills.
- Familiarity with Help Desk ticketing systems and customer support software.
- Ability to provide courteous and efficient customer service.
- Comfortable providing both in-person and remote deskside support.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a small team.
- Technical aptitude and a willingness to continuously learn and stay updated on technology changes.
- Understand ITIL concepts.
- Experience supporting macOS in an enterprise environment and leveraging Jamf.
- Experience Windows OS in an enterprise environment and leveraging Microsoft SCCM and Intune.
- Advanced knowledge of Microsoft 365 / Office 365 suite of applications.
- Experience supporting collaboration tools Microsoft Teams, Mural, Microsoft Teams Room devices (MTR’s), Surface Hubs, etc.
- Working knowledge and understanding of LAN/WAN networks.
DESIRABLE:
- Experience supporting A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers and audio/video signaling.
KEY RESPONSIBILITIES
- This role will be responsible for, but not limited to the following:
- In-person coverage of our Support Bar and/or Service Desk. The Service Desk Lead will coordinate coverage scheduling to ensure and prioritize customer service.
- Assisting customers in moving their IT equipment.
- Resolving problems and change consumables for multi-function printers.
- Providing initial IT setup assistance to new starters, both in-person and via phone call or Teams call.
- Providing 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, audio/visual, and telecommunication equipment.
- Providing initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion.
- Assisting in the development of ServiceNow functionality and extending the Service catalog and FAQs. Continually train new Service Desk Analysts on problem resolution.
- Ensuring calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times.
- Displaying elevated working standards, ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.
- Responding to satisfaction surveys and looking for improvement opportunities.
- Proactively monitoring the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate.
- Working with the team to ensure all documentation and the CMDB is kept up to date at all times.
- Review weekly changes to ensure proper association between recurring incidents and change activities.
- Being a team player dedicated to providing positive, highest level customer service experience at all times.
- Having a strong work ethic, being committed to customer success in their use of IT and demonstrate a passion to ensure high customer satisfaction.
Job Tags
Work at office, Remote work, Monday to Friday,