Service Desk Analyst I

San Manuel Band of Mission Indians•Highland, CA

10d•Onsite

About The Position

Under the supervision of the Supervisor, IT Operations, the Service Desk Analyst I ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, creating, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as assisting individuals or providing in-person, hands-on help with technical issues. This role will primarily be tasked with providing support, including walk-ins, over-the-phone support, screen sharing or remote control, live chat support, or email support.

Requirements

High School Diploma or GED required.
Minimum one (1) year of related IT work experience is required.
General IT Service Desk Experience is preferred.
Demonstrated ability to analyze and diagnose network, computer, and or telecom issues.
Ability to solve technical problems, work well under stress, and follow instructions.
Must possess excellent customer service and written/oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to absorb and retain information quickly.
Must be able to present ideas in user-friendly language.
Highly self-motivated and directed.
Keep attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work in a team-oriented, collaborative environment is desired.
Ability to work assigned shift (day/swing/graveyard).

Nice To Haves

Associate’s degree in Computer Science or related field preferred.
Experience working in Casino or Gaming industry is preferred.
Familiarity with Infrastructure, Messaging, Security, and Mobility platforms is desirable.

Responsibilities

Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service
Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalates incidents with accurate documentation to suitable technicians or technology verticals, and alerts management to emerging trends in incidents.
Uses remote assistance tools and diagnostic utilities to aid in troubleshooting. Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end-user problems. Provides guidance and technical recommendations to customers to resolve system issues.
Records, tracks, and documents the service desk incident-solving steps, including all actions taken, through to final resolution.
Research solutions through internal and external knowledge base. Identify and learn appropriate software and hardware used and supported by the organization.
Deploys software to end user endpoints to include laptop, desktop, and mobile devices.
Develops help sheets, knowledge base articles, and Frequently Asked Questions (FAQ) lists for IT team members and end users.
Communicate SLAs to manage end-user expectations and provide suggestions for continual improvement.
Performs other duties as assigned to support the eﬃcient operation of the department.

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