We have an immediate need for a Service Desk Analyst. This is a permanent opportunity. Great benefits!
Essential Duties and Responsibilities:
Provide answers to common technical questions, restore service, perform routine procedures to resolve a high percentage of inquiries, and route specialty issues to a higher level of support.
Manages all work intake, including but not limited to: call/email queues, project work (operational readiness/transition), service requests.
Oversee, follow and improve established processes and procedures.
Research and provide solutions to complex customer issues and inquiries
Develop, review and approve new and revised knowledge articles according to knowledge management guidelines and writing standards.
Influence continuous effort to improve the Service Desk, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
Conduct research and provide reports to show trends in support issues, hardware failures.
Manage operational tasks, including, but not limited to, infrastructure, product development and information security non-automated procedures.
Complete work in a timely and accurate manner while providing exceptional customer service.
Follow Incident Management Procedures and assist with Customer Communication for High Priority issues affecting the enterprise.
Five years of software/hardware support experience or three years working with applications and hardware is required.
Proven expertise of PC hardware and computer operating systems, including, but not limited to, Windows and IOS, is required. Previous experience with Automated Call Distribution is necessary.
Demonstrated ability to communicate across all levels of the organization is necessary; ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required.
Intermediate level desktop computer software experience, including skills in Microsoft Office and Lotus Notes is necessary.
Proven ability to work both independently and within a team is necessary. Ability to lead and motivate others is needed.