IT Service Desk Analyst

North American Dental Group•Pittsburgh, PA

2d•Hybrid

About The Position

NADG is seeking an IT Service Desk Analyst to join their team and help pioneer a new culture of dentistry. This role is crucial for delivering maintenance for primary incident solutions, reporting to the centralized division of the service desk. Responsibilities include initial testing, task allocation, research, and resolution of primary incidents and requests related to application software, hardware, and infrastructure. The analyst will be the first point of contact for clients, gathering information, logging issues, and escalating complex problems to other IT resources when necessary. They will collaborate with other experts, vendors, and specialists to ensure timely resolution of incidents and maintain excellent customer communication throughout the process.

Requirements

A minimum of 2 years of related experience
Equivalent combination of education and experience
Solid technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools
Troubleshooting experience on Microsoft and Mac OS and software related issues.
Prior experience supporting customers in use of application software and proficiency in applying support software tools.
Must possess good problem-solving skills
Must have effective communication skills, both interfacing and remote.
Required to have excellent time management skills to handle and escalate incidents in a timely manner, and should be able to set priorities when handling multiple cases
Required to work collaboratively with other IT personnel to resolve user issues
Must be able to provide good customer facing and interpersonal skills, and the ability to develop good working relationships with colleagues at all levels.
Must have great telephone etiquette and the ability to handle difficult customers.
Must have excellent organizational skills and can apply a methodical approach to prioritizing work and managing workload.

Nice To Haves

Experience working in a service desk environment is preferred using an ITSM and RDM tools are preferred.

Responsibilities

Answers and responds to inbound calls or request submissions from end-users.
Ensures all support requests are properly documented in the service desk tracking software.
Applies skills to troubleshoot all technical issues at service desk level before escalating to an elevated level of support.
Analyzes and resolves all application software or hardware incidents and requests from end-users.
Ensures to log and tracks incidents and requests from identification through resolution stages.
Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete.
Follows implemented policies and security measures when performing tasks.
Ensures accurate and necessary information is obtained by utilizing standard operating procedure documentation.
Responsible for providing on-call or on-site support as needed.
Establishes and develops relationships with other IT teams through frequent constructive communication.
Logs incidents and requests into appropriate product categorization.
Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users.
Handles end-user issues or requests with professional attitude.