Service Desk Analyst
About The Position
The Service Desk Analyst installs, configures, evaluates, maintains, monitors, and troubleshoots client computing hardware and software to meet or exceed published service-level agreements while effectively managing customer relationships. The role primarily provides first-level support to internal customers through incoming queries received by phone, self-service request and incident management, email, messaging, or in person. The position is full-time and onsite five days per week in Victor, New York. It is not eligible for relocation assistance or employer-sponsored work authorization now or in the future. The role participates in an out-of-hours support call rotation and requires on-call availability.
Requirements
- Extensive application support experience.
- Hands-on hardware troubleshooting experience.
- Extensive equipment support experience with laptops, desktops, mobile devices, and similar equipment.
- Two years of equivalent work experience, or an equivalent combination of education and experience.
- A degree in computer information systems and/or professional qualifications with work experience.
- Exceptional customer-service skills, including an excellent telephone manner and the ability to manage challenging situations and expectations.
- Proven analytical and problem-solving abilities.
- Ability to prioritize and execute tasks effectively in a high-pressure environment.
- Excellent written, oral, and interpersonal communication skills, with strong listening and questioning skills.
- Ability to conduct research and evaluate products to provide support as required.
- Ability to present ideas in business-friendly, user-centric language.
- Excellent technical knowledge of client computing hardware and software, including operating systems, applications, related products, web browsers, and utility tools such as antivirus, file-management, and deployment software.
- Working technical knowledge of current protocols, operating systems, and standards.
- Excellent technical knowledge of mobile devices such as smartphones and tablets.
- Team-oriented approach and skill in working collaboratively.
- Availability for on-call support.
- Ability to sit for extended periods, operate a computer keyboard, mouse, and other computer components, and lift and transport heavy to moderately heavy objects such as computers and peripherals.
Responsibilities
- Answer and respond to inbound calls and electronic requests from internal customers.
- Create and document customer support incidents in the IT Service Management system.
- Provide first-line support and resolve tickets at the service desk before transferring them to other IT or business teams.
- Analyze and attempt to resolve software- and hardware-related tickets.
- Build relationships with other IT teams through frequent, constructive communication.
- Comply with and support policies and procedures.
- Ensure timely ticket resolution or escalation and promptly communicate progress to internal customers.
- Handle customer issues and requests professionally.
- Provide user support in highly virtualized global environments.
- Participate in the out-of-hours support call rotation.
- Perform other related duties as assigned.
Benefits
- The position may be eligible for other types of compensation and benefits.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
