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Service Desk Analyst

Reference IDService Desk Analyst

Job description

We have a great opportunity for a Service Desk Analyst to support over 1500 users in 14 offices across the country. This reputable and stable organization is over 100 years old and is continuing to grow. They have a focus on long term career development and value their employees.

Service Desk Analyst

Requirements:

  • Excellent customer service and professionalism skills
  • Experience receiving, prioritizing, documenting, and actively resolving end user help and service requests
  • Experience resolving issues through a variety of methods including diagnostic applications, vendor discussions, support escalation, Incident Management tools
  • Experience working with remote users and remote control tools is ideal as well as
  • Familiarity with Blackberry/iOS/Android devices
  • This role will manage the overall lifecycle of an issue/request through research, troubleshooting, and escalation, if needed.
  • Bachelor’s degree in Information Technology or related discipline or comparable work experience
  • A minimum of two years of experience with computer and mobile device technical support. Strong aptitude with Microsoft Office product suite (Word, Excel, PowerPoint, Outlook)
  • Proficiency with computer software and hardware, including Windows XP/Windows 7 and remote control tools
  • Excellent written and verbal communication skills
  • Experience with document management systems, full-text retrieval software, Incident tracking tools
  • Familiarity with ITIL Incident Management processes
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