Service Desk Analyst

SERVICE DESK ANALYST 
Seeking an experienced Service Desk Analyst for a national consumer goods organization. The Service Desk Analyst will be responsible for providing high quality customer service interactions with the company's end users via the phone, email and Jira ticketing system. You will facilitate and resolve a wide variety of requests, inquiries and IT concerns and with your strong technical knowledge of hardware and software either resolve it yourself or escalate to the appropriate internal team. The Service Desk Analyst will work independently, and as part of a team, to deliver outstanding service and support. Excellent communication skills and a strong customer service acumen is required.

Responsibilities

• Provide efficient technical assistance and support for issues related to computer and telephone systems, software, and hardware for local and remote staff to ensure business technology is operating effectively
• Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence or escalate as appropriate
• Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting.
• Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, password resets, basic configuration and troubleshooting
• Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
• Escalate calls, as necessary, to resolve problems or fulfill requests according to established escalation procedures.

Requirements

• BA/BS degree or equivalent work experience
• 2+ years of experience providing direct and exceptional Service Desk, Help Desk or IT Support in a high performance culture
• 2+ years of experience supporting Windows-based computers, including Microsoft Windows 10
• 1+ years of experience supporting Smartphones, e.g., iPhone, Android
• 2+ years of experience supporting Microsoft Office Applications and Remote Access technology
• Familiarity w/ JIRA or other ticketing system, NOC experience preferred not required, troubleshoot (AS400, password reset, POS, Citrix, etc.), Active Directory (Google), etc.
• Knowledge of or exposure to working with AS400 and POS systems is a big plus but not required
• Collaborate with coworkers and third-party vendors to help trouble shoot and remedy issues related to business technology while providing quality customer service
• Complete tasks as assigned through a ticket tracking system; identify trends in ticket comments to report to the IT Manager for further analysis
• Create, terminate and manage user account systems - help staff with using these systems to help maintain business operations and workflow
• Strong ability to manage multiple issues at once
• Strong attention to detail and interpersonal skill
• Strong customer service abilities