Service Desk Analyst

MUFG•Tampa, FL

4d•$38 - $55•Hybrid

About The Position

In this role, the Service Desk Tier 1 Technician will serve as the primary Point-Of-Contact for all incidents/service requests, based on prioritization and urgency/impact, as reported by business stakeholders. The position will also be responsible for ensuring standardized and comprehensive troubleshooting steps are performed for each individual incident/request, providing thorough reporting as needed for escalation. The Service Desk Tier 1 Technician will also provide first contact support for all internal employee facing problems related to hardware, software, networking. To be successful in this role, you will rely on your proven IT troubleshooting skills, analytical aptitude, broad technical knowledge, and documented work experience to “hit the ground running”.

Requirements

Minimum 5+ years' experience working on a high call volume Help Desk
Passionate about providing a world class customer/employee experience through excellent customer service and unrelenting follow-through.
Ability to self-learn, work independently, and troubleshoot IT related items effectively in a fast-paced environment.
Strong communication skills, both verbal and written, to ensure clear and concise exchange of technical information in an effective manner with end-users and colleagues.
Ability to diagnose and resolve hardware and software problems for end-users, including issues with Windows-based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi
Excellent problem solving, analytical, and time management skills.
Knowledge of IT security best practices and how to educate users on the importance of safeguarding sensitive data and credentials.
Ability to provide in-depth support and lead problem-solving and implementation efforts for specific technology products or applications.
Recognize and retain a variety of incoming call types and knowledge bases for common resolutions.
Proficiency with Microsoft Office/O365 (Teams/Outlook/OneDrive/SharePoint/etc), Entra, Intune, MFA, and Active Directory
Knowledge of Citrix Virtual Desktop, Citrix Director, Citrix Workspace, and Microsoft Virtual Desktop administration
Have superb communication and interpersonal skills. That means being able to explain and walk through complex computer solutions to customers who are not computer savvy and the ability to transform customer requests into comprehensive technical and process requirements.

Responsibilities

Serve as the initial point of contact for diagnosing and resolving technology-related issues while being responsible for documenting IT requests and status in our IT ticket tracking system (Service Now)
Successfully handling a multitude of inbound Service Desk calls/interactions per day in a fast-paced environment
Use analytical and creative thinking to address moderately complex assignments with minimal supervision.
Provide exceptional customer service by listening to users' issues, troubleshooting, and resolving their problems efficiently while showing empathy and maintaining a professional and courteous demeanor.
Perform remote troubleshooting through diagnostic techniques and asking pertinent questions, determining the best solution based on the issue and details provided by customers.
Generate detailed categorization and documentation of issues, customer interactions, troubleshooting steps taken, pertinent information gathered, and resolutions.
Must be able to interact professionally with internal clients and collaborate with other IT colleagues to ensure an acceptable technical fix.
Proactively contribute ideas for service improvement.
Emphasis in customer service, while being mindful of the life cycle of a call from inception to completion while keeping the user informed and managing their expectations
Maintain up-to-date knowledge of hardware, software, and general IT systems.
Mentor team members to broaden team knowledge and technical skills as needed.
Participates in analysis of client identified issues or problems which may require changes to procedures, standards, or systems.
Evaluate effectiveness of new utilities and state of the art tools, providing feedback to management
Perform other duties as assigned.