Service Desk Analyst
September 8, 2021
Overview
The Service Desk Analyst will provide first level technical support to end users on various technical issues and problems relating to hardware, software and peripherals. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of incidents and problems, which may range from straightforward to more complicated technical issues. They will also be responsible for responding to, documenting and resolving assigned issues in a timely manner in accordance with client Service Level Agreements. The Service Desk Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate functional areas for resolution.
The Service Desk Analyst will Act as a single point of contact for phone calls coming into the Service Desk and emails from staff regarding technology related issues or questions. The Service Desk Analyst will also perform root cause analysis, develop and maintain process documentation for typical issues and recommend procedures and controls for issue prevention. This position will support multiple technologies including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with issue resolution and documentation.
Responsibilities
Provide exceptional customer service in person, via phone, and email as appropriate
Receiving, logging, and managing calls from internal staff via telephone and email
Maintenance of an Asset Database and track changes
1st level support
Troubleshooting technology related problems of client specific software or hardware
Log all calls in the Service Desk issue tracking system
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Maintain a high degree of customer service for all assigned issues
Escalate calls to the proper functional area
Resolve help desk issues including troubleshooting hardware and software issues
Perform basic user administrative duties in Active Directory
Maintain process documentation
Responsible for on-call 24/7 rotation, as assigned
Excellent communication skills
Positive team attitude and professional demeanor
Excellent problem-solving skills
Ability to multitask in a fast-paced environment
Strong desire to learn and grow professionally
Basic Knowledge of Microsoft Office products
Basic Active Directory user management functions
Experience with Microsoft Exchange helpful
Basic Printer and peripheral device troubleshooting
Basic knowledge of networking components
Qualifications
Essential Education/Certifications/Clearance:
Education - Associate's degree. Computer Science or related disciplines are preferred.
Experience - Successful candidates typically have one or more years of relevant experience. Experience with the customer's installed product base (preferred).
Technical Certification - CompTIA A+ and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.
Security Clearance - Must pass a background investigation.
The Service Desk Analyst will provide first level technical support to end users on various technical issues and problems relating to hardware, software and peripherals. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of incidents and problems, which may range from straightforward to more complicated technical issues. They will also be responsible for responding to, documenting and resolving assigned issues in a timely manner in accordance with client Service Level Agreements. The Service Desk Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate functional areas for resolution.
The Service Desk Analyst will Act as a single point of contact for phone calls coming into the Service Desk and emails from staff regarding technology related issues or questions. The Service Desk Analyst will also perform root cause analysis, develop and maintain process documentation for typical issues and recommend procedures and controls for issue prevention. This position will support multiple technologies including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with issue resolution and documentation.
Responsibilities
Provide exceptional customer service in person, via phone, and email as appropriate
Receiving, logging, and managing calls from internal staff via telephone and email
Maintenance of an Asset Database and track changes
1st level support
Troubleshooting technology related problems of client specific software or hardware
Log all calls in the Service Desk issue tracking system
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Maintain a high degree of customer service for all assigned issues
Escalate calls to the proper functional area
Resolve help desk issues including troubleshooting hardware and software issues
Perform basic user administrative duties in Active Directory
Maintain process documentation
Responsible for on-call 24/7 rotation, as assigned
Excellent communication skills
Positive team attitude and professional demeanor
Excellent problem-solving skills
Ability to multitask in a fast-paced environment
Strong desire to learn and grow professionally
Basic Knowledge of Microsoft Office products
Basic Active Directory user management functions
Experience with Microsoft Exchange helpful
Basic Printer and peripheral device troubleshooting
Basic knowledge of networking components
Qualifications
Essential Education/Certifications/Clearance:
Education - Associate's degree. Computer Science or related disciplines are preferred.
Experience - Successful candidates typically have one or more years of relevant experience. Experience with the customer's installed product base (preferred).
Technical Certification - CompTIA A+ and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.
Security Clearance - Must pass a background investigation.