Service Desk Analyst

The Service Desk Analyst is responsible for providing technical assistance, resolving technical problems and handling service requests for clients via phone and email. This relates to all technology including but not limited to business systems, reporting, printing, connectivity, productivity applications, operating systems, servers, printers, networks and vendor specific hardware and software.

Essential Tasks & Major Duties

  • Enter, track, and route all support requests and document their resolutions within the help desk software
  • Communicate with customers keeping them informed of incident progress, notifying them of impending changes or outages
  • Document processes and procedures
  • Research support requests using available information resources
  • Coach less senior employees to provide learning and growth
  • Participate in after-hours and weekend rotation

Knowledge Skills & Abilities

  • Bachelor’s degree or equivalent experience
  • At least 3 years of experience supporting users in a corporate help desk
  • Ability to learn quickly and apply technology solutions
  • Excellent verbal and written communication skills, active listening customer care skills
  • Clear and effective writer and documenter
  • Diagnosis skills of technical issues
  • Creative and innovative thinker
  • Self motivated, self-directed and resourceful with the ability work in a fast moving virtual environment
  • Ability to multi-task and adapt to changes quickly
  • Exhibit professional behavior
  • Possess keen attention to detail
  • Possess advanced understanding of operating systems, business applications, printing systems and network systems
  • Typing skills required