Service desk Analyst

Our Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research, and develop effective and logical solutions considering operational policies and information assurance requirements.

Responsibilities:

• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved issues to a higher level of support.
• Receives and handles issues and requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs issues and service requests and maintains relevant records.

Skill & Experience:

• 2.6 years general Help Desk experience, preferably at the enterprise level, supporting internal and external users.
• Windows 10, Windows Server OS
• Microsoft Azure / 365 applications and services.
• Virtualization technologies and topologies.
• Core troubleshooting - the ability to figure out the root of a problem through logical processing and elimination.

Additional Requirements:

• Enjoy providing excellent customer service
• Working knowledge of troubleshooting remote access issues
• Excellent verbal and written communication skills (active listening skills)
• Ability to articulate and speak with clear voice
• Ability to understand the Customers business objectives
• Ability to understand and accept that the Customers issues affect the business
• Enjoy problem solving
• Must have empathy with end users
• Team player
• Professional code of conduct
• Ability to deal with stress
• Experience with remote monitoring and management a plus