Service Desk Analyst Mandrin

Position Overview:

As a key member of our team, you will diagnose and resolve hardware, software, and network issues for end users via telephone support.

You will be responsible for directing problems to our internal Information Management (I.M.) support team.

Establish and maintain effective relationships with vendors and support personnel to facilitate hardware, software, and network issue resolution.

Oversee and manage User Access and Exit controls efficiently.

Demonstrate proficiency in Active Directory (AD) related tasks.

Utilize the Call Tracking System to accurately document, manage, and resolve issues and work requests.

Collaborate closely with help desk colleagues to engage in cross-training, develop and implement operational excellence procedures, and promote a strong sense of teamwork.

Work in partnership with I.M. support staff to gain technical insights and effectively address chronic issues.

Exhibit strong customer service skills to advance Track level initiatives in collaboration with customers.

Project Involvement: Act as a project leader or team member as needed for help desk projects and internal assignments.

Training Commitment: Be open to participating in and providing on-the-job and commercial training aimed at enhancing skills and support capabilities.