Job Description

Job Description

JOB DESCRIPTION:

The Service Desk Analyst is responsible for providing a single point of contact for all IT related user inquiries and issues.

WORK SCHEDULE:

• Monday through Friday 7:30am to 4:30pm

QUALIFICATIONS AND PREFERRED SKILLS

• 3+ years’ of Help Desk support experience providing technical support in a fast-paced enterprise environment.
• Knowledge of computer hardware, software, and operating systems.
• Experience troubleshooting and resolving technical issues.
• Possess strong logic, problem solving, and reasoning skills.
• Familiarity with Help Desk ticketing systems and customer support software.
• Ability to provide courteous and efficient customer service.
• Comfortable providing both in-person and remote deskside support.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a small team.
• Technical aptitude and a willingness to continuously learn and stay updated on technology changes.
• Understand ITIL concepts.
• Experience supporting macOS in an enterprise environment and leveraging Jamf.
• Experience Windows OS in an enterprise environment and leveraging Microsoft SCCM and Intune.
• Advanced knowledge of Microsoft 365 / Office 365 suite of applications.
• Experience supporting collaboration tools Microsoft Teams, Mural, Microsoft Teams Room devices (MTR’s), Surface Hubs, etc.
• Working knowledge and understanding of LAN/WAN networks.

DESIRABLE:

• Experience supporting A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers and audio/video signaling.

KEY RESPONSIBILITIES

• This role will be responsible for, but not limited to the following:
• In-person coverage of our Support Bar and/or Service Desk. The Service Desk Lead will coordinate coverage scheduling to ensure and prioritize customer service.
• Assisting customers in moving their IT equipment.
• Resolving problems and change consumables for multi-function printers.
• Providing initial IT setup assistance to new starters, both in-person and via phone call or Teams call.
• Providing 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, audio/visual, and telecommunication equipment.
• Providing initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion.
• Assisting in the development of ServiceNow functionality and extending the Service catalog and FAQs. Continually train new Service Desk Analysts on problem resolution.
• Ensuring calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times.
• Displaying elevated working standards, ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.
• Responding to satisfaction surveys and looking for improvement opportunities.
• Proactively monitoring the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate.
• Working with the team to ensure all documentation and the CMDB is kept up to date at all times.
• Review weekly changes to ensure proper association between recurring incidents and change activities.
• Being a team player dedicated to providing positive, highest level customer service experience at all times.
• Having a strong work ethic, being committed to customer success in their use of IT and demonstrate a passion to ensure high customer satisfaction.

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