Service Desk Analyst I/II

Gargle Inc•Lehi, UT

2d•$49,920 - $58,240•Hybrid

About The Position

The Service Desk Analyst I/II provides first-line technical support to end users by responding to inquiries, diagnosing issues, and delivering timely resolutions for hardware, software, network, and application problems. This position serves as a primary point of contact for technology-related requests, ensuring a high level of service and clear communication.

Requirements

Service desk analyst with a minimum of 1+ years of related experience.
Technical knowledge of Salesforce ticketing system, Slack, Google Workspace, Mac OS, WordPress basics, Digital Ocean basics, Bitwarden basics, general software & applications.
Proficiency with ITSM tools and ticketing systems for tracking and managing user support requests.
Knowledge of HDI standards & processes.
Time management skills to multitask and adhere to SLAs.
Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly.
Communication skills to explain technical concepts in ways users can readily understand, and for interacting with team members.
Uses experience to address user problems and interrogates databases for potential solutions.
Experience escalating complex or unresolved incidents. Ability to track issues from the outset to the conclusion.
Proven track record to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
Experience in responding to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.

Nice To Haves

Preferably 2-3+ years of relevant experience and/or related degree and/or certifications.
Preferred HDI or relevant certification.

Responsibilities

Acting as a first point of contact for users.
Identifying and diagnosing issues and problems.
Categorizing and recording queries.
Providing solutions to issues.
Advising users on the appropriate course of action.
Monitoring issues from start to resolution.
Escalating unresolved problems to a Development/Systems Engineer.
Assisting Development/Systems Engineers with associated tasks.
Providing essential online security advice and support.
Communicating with employees efficiently through multiple channels, including human, digital, self-service, and automated.
Logging issues and resolutions, tracking trends, and sharing insights with developers and product leaders.
Receives and handles requests for service, following agreed procedures.
Promptly allocates calls as appropriate.
Logs incidents, service requests, and maintains relevant records:
Identifies and classifies incident types and service interruptions.
Records incidents, cataloging them by symptom and resolution.
Acts under guidance to record and track reliability data for services.
Systematically interprets user problems and identifies solutions and possible side effects.