Service Desk Analyst

National Heritage Academies•Grand Rapids, MI

7d•Onsite

About The Position

The Service Desk Analyst will report directly to the Technology Support Service Team Lead and will be responsible for providing an excellent level of service to internal customers who request technical assistance. The individual selected for this position will provide technical support by phone, email, and or through face-to-face interactions by receiving, prioritizing, documenting and actively resolving end user technical help requests. The employee in this role may also repair devices; and may set up and deploy new technology solutions.

Requirements

ITIL, A+ or Network+ certifications preferred
1-2 years of experience in a technology customer support and or technology help desk environment
Ability to explain technical concepts to non-technical personnel
Experience with client operating systems and related hardware preferred, with Apple experience being a plus
Basic knowledge of wired and wireless network connectivity
Strong verbal and written communication skills
Excellent customer service skills
Ongoing interest in technology solutions, and desire to stay current with the ever-evolving landscape.

Nice To Haves

Apple experience being a plus

Responsibilities

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Build rapport and elicit problem details from service desk customers.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Escalate incidents with accurate documentation to suitable technician, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Test fixes to ensure an incident has been adequately resolved.
Contribute to technician knowledgebase as needed
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.
Assist with deployment of refresh and new technology
Accountable for 90%+ customer satisfaction on resolving trouble tickets
Work closely with team leadership, immediate team and cross-department peers, and vendors to optimize technology for our internal customers