Service Desk Analyst

At the IT Service Desk, we deliver Customer Excellence Focused Support to our end users by leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role, you will be responsible for the remote support to users with technical problems and information technology issues involving personal computers and network services in an advanced network environment. Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services and related peripherals to local and remote access users. Provides end-user support and general training in various software packages and in-house developed software. Provides ticket status updates and metric reports to management. Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to Service Desk IT support.

Your Role: The IT Service Desk we deliver Customer Excellence Focused Support to our end users by leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role you will be responsible for the remote support to users with technical problems and information technology issues involving personal computers and network services in an advanced network environment. Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services and related peripherals to local and remote access users. Provides end-user support and general training in the use of various software packages and in-house developed software. Provides ticket status updates and metric reports to management. Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to Service Desk IT support. Able to function independently and produce results that meet standards of quality, timeliness, and accountability. Minimal supervision and general direction. Performs work that is varied and moderately complex. Implements designs or approaches developed by others following knowledgebase procedures. Ability encompasses broad knowledge of concepts, practices, and procedures within particular field of specialization.

Your Work: In this role, you will:

• Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions.
• Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users.
• Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software.
• Provides case status updates and metric reports to management.
• Develops, documents, implements and audits standard operating procedures and customer service guidelines relating to remote IT support.
• Increased production standards.
• Increased CSAT goals.
• Assist with knowledge article creation.
• SME for critical business function/services.
• Other duties as assigned.

Your Knowledge and Experience:

• Requires a bachelor's degree or equivalent experience
• Requires at least 1 year of prior Service Desk experience

Required Skills (top 3 non-negotiables):

• High quality Customer Service skills (empathy, probing questions to gain understanding, "I can” attitude)
• Office 365 troubleshooting
• Virtual Desktop Infrastructure troubleshooting
• Remote Desktop troubleshooting
• Microsoft Azure experience

Preferred Skills (nice to have):

• 1-2 year Help Desk experience
• Active Directory experience
• Microsoft Exchange experience