Service Desk Analyst

Stefanini Group is hiring!Stefanini is looking for Service Desk Analyst in Salt Lake City, UT (100% Onsite work)For quick Apply, please reach out to Rahul Kumar- call: / email: to W2 Candidates only! This role requires ~1 weekend a month availability. WEEKLY Schedules Monday to Friday6:00AM to 2:30PM9:30AM to 6:00PM WEEKEND Schedules Monday/Tuesday and Saturday/Sunday 4 days at 10 hours per day:6:00AM to 4:30PM8:30AM to 7:00PM This role requires 100% onsite availability. 5 days in the office. Must be client-focused with ability to provide white-glove treatment to our clients.Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.Address client requests and issues via phone or email.Provide world class quality of service to our clients throughout the resolution process.Engage engineering teams and product owners to assist with troubleshooting as needed.Perform "cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.Maintain effective documentation by regularly reviewing and updating knowledgebase content.Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.

Minimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.Solid technical knowledge, troubleshooting skills and support experience with the following:ZoomMicrosoft Windows platform (Windows 7, 10)Networking, LAN, WAN, corporate enterprise domain infrastructure environmentWindows desktop and server operating systemMicrosoft Active DirectoryMicrosoft OutlookGood understanding of the Microsoft Office products such as Word, Excel, and Power Point.Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.Ability to perform Mobile OS (iOS/Android) application troubleshooting.Team player mentality, collaborative, self-learner and self-motivated.Good understanding of English and good communication skills is a must.Strong customer service skills and focus on ownership throughout the resolution process.Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.For our Asia language support team, hours of operation would match with region of support based on language spoken.High School Diploma Required Preferred Qualifications:The use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years. Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives. Stefanini takes pride in hiring top talent and developing relationships with our future employees. Our talent acquisition teams will never make an offer of employment without having a phone conversation with you. Those face-to-face conversations will involve a description of the job for which you have applied. We also speak with you about the process including interviews and job offers. About Stefanini Group:The Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application, and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like the Americas, Europe, Africa, and Asia, and more than four hundred clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting company with a global presence. We are CMM Level 5 company.