Overview
Skills
Job Details
Service Desk Analyst
GavinHeath is partnering with a client in Las Vegas, NV looking to add a Service Desk Analyst to their team. The role is a long term contract position. This role will be working 4 x 10 shifts, Friday - Monday. The Service Desk Analyst is a member of the Global IT Service Desk Team that supports all employees and contractors in corporate, retail stores, and distribution centers.
This role is the first point of contact for users needing assistance. The analyst will respond to incidents and requests reported by users, delivering the highest level of customer service.
Must possess strong interpersonal attributes, a collaborative mindset, good judgment, clear communication skills, and the desire to help others.
Responsibilities:
- Provide superior Customer Service and IT Support
- Field tickets, support calls, chats, and emails from users inquiring about software, hardware, connectivity, or similar issues.
- Follow all established support procedures and participate in the creation of new procedures for the team and end users.
- Provide accurate, timely, and creative solutions to end-users
- Escalate more complex problems to higher level support staff.
- Troubleshoot and provide support of retail and operations systems
Personal traits:
- Highly motivated self-starter with a "Sense of Urgency
- Prioritize and execute multiple initiatives in a collaborative and fast-paced environment
- Maintain high level of confidentiality
Customer Service skills:
- Empathy for the customer
- Problem-solving
- Clear communication
IT Basics Knowledge:
- PC hardware, software, and peripherals
- Networking technologies (VPN/VLAN/WIFI)
- Active Directory
Minimum Experience
1-3 years of Service Desk experience and Technology Support experience.