The service desk analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing, and escalation. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week.
- Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers
- Troubleshoot issues relating to: Windows domains and workgroups
- Windows networking (mapped network drives, shared folders, printers, etc.)
- User profile creation and modification
- Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
- Microsoft Office Suite (2007-2016)
- Windows 7/10, macOS
- Third party applications with the assistance of the vendors support staff
- Perform support remotely to our managed services customers using our remote monitoring and management tools
- Log time entries and notes for support and maintenance performed
- Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction
- Follow outlined escalation procedures
Qualifications
- Bachelor’s degree in computer science, management information systems
- OR Associates Degree plus 1 year of work experience
- OR 2 years of work experience
- Must be a team player with excellent communication skills and possess the ability to manage assignments independently.
- Must be comfortable working in a fast-paced and high-energy environment.