Service Desk Analyst (P4464)

The Service Desk Analyst is responsible for providing a single point of contact for all IT-related user inquiries and issues, both internally developed or acquired. The goal is to simplify and improve the experiences of our external customers and internal associates.

Requirements

• Installing and configuring Windows computers through Microsoft Systems Center Configuration Manager (SCCM) and Intune.
• Setting up macOS systems utilizing Jamf Pro.
• Providing on-site assistance at our Support Bar, with our Service Desk Manager organizing coverage schedules to guarantee availability and excellent customer service.
• Helping customers with the relocation of their in-office IT (Information Technology) equipment.
• Troubleshooting issues and replacing consumables for multi-function printers.
• Offering initial IT introduction for new employees in person, or via telephone or Teams call.
• Delivering first and second-line technical support for the MS (Microsoft) suite of products, laptops, mobile devices, printers, and A/V systems.
• Performing preliminary troubleshooting and resolution and maintaining follow-up procedures to ensure challenges are addressed swiftly for escalations.
• Contributing to the evolution of our ServiceNow capabilities and expanding the Service catalog, Knowledge Base, FAQs, and regularly training new Service Desk Analysts on problem-solving techniques.
• Prioritizing calls by urgency/impact on the business, delegating them to internal teams, and pursuing follow-up actions to meet SLA (Service Level Agreements) objectives and adhere to escalation protocols.
• Maintaining high work standards, meeting our enterprise SLA goals, and collaboratively ensuring team benchmarks are met.
• Assess customer satisfaction surveys and identify areas of improvement.
• Keeping an eye out for potential issues in our environment and reporting any findings, as necessary.
• In collaboration with colleagues, maintaining all documentation and keeping the CMDB current.
• Analyzing weekly changes to accurately link reoccurring incidents and changes.
• Being cooperative, committed to providing outstanding customer service consistently.
• Displaying a strong commitment to work, customer success in IT utilization, and striving for high customer contentment.

Benefits

• Medical: with competitive plan designs and support for self-care, wellness and mental health.
• Dental: with in-network and out-of-network benefit.
• Vision: with in-network and out-of-network benefit.
• 401(k) with Roth option and matching contribution.
• Health Savings Account with matching contribution (requires participation in qualifying medical plan).
• AD&D and supplemental insurance options to help ensure additional protection for you.
• Hybrid work environment.
• Paid time off with flexibility to meet your life needs, including 5 weeks of vacation time, 7 health and wellness days, 3 floating holidays, as well as 6 company-paid holidays per year.
• Paid leave for maternity, paternity and family care instances.