Service Desk Analyst 1

Job Overview

The IT Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “high-touch” level of support to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat, web tickets and in person.

Responsibilities

• Troubleshoot software, hardware and connectivity issues remotely.
• Troubleshoot video conference issues.
• Ability to understand & articulate root cause on customer issues.
• Log all Service Desk contacts into Incident Management System (ServiceNow)
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
• Familiarity with encryption and security tools and triaging within this environment.
• Assist customers in gaining access to various systems and servers.
• Provide support for remote employees using AppStream environments, VDI machines, and Avaya/Cisco telephony.
• Setup and maintain shared mailboxes/distribution lists in Exchange Management Console/Exchange Admin Console.
• Deploy/patch software using Casper and LANDesk technologies.
• Communicate call trends and challenges team meetings.
• The ability to take on small projects from start to finish
• Knowledge Base and process documentation skills.
• Work closely with the team to resolve or properly close aging tickets.
• Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Analyze and resolve incidents with a goal of 90% First Call Resolution

Qualifications

• Prior Service Desk or Desktop Support experience required
• One year of desktop-based hardware support experience preferred
• Incident Management experience - ServiceNow
• Basic user & security group Active Directory administration experience
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10
• Strong knowledge of Mac OS X operating system
• Experience with using and troubleshooting Outlook for Mac & PC and Office 365 (permissions, calendaring, delegation)
• Experience with using and troubleshooting Collaboration & Productivity tools Box, G-Suite, & Slack
• Familiarity supporting VPN issues
• Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory

Interpersonal Skills

• Self-starter
• Passionate about providing excellent customer service and follow-through to completion
• Good problem solving, diagnosis and troubleshooting skills
• Ability to communicate technical issues in non-technical terms
• Ability to work independently and within a team
• Ability to work cross-functionally