Service Desk Analyst

📋 Description

• You will serve as a Service Desk Analyst I within the Modern Workplace team.

• Report to the Manager of Service Desk to assist in managing the initial calls from internal customer inquiries or incidents.

• Responsible for addressing queries, generating initial tickets, and may engage in incident resolution.

• Maintain communication with customers regarding incidents assigned to the analyst, providing updates and resolutions to ensure customer satisfaction.

• Collect incident details and document them in the tracking system.

• Escalate customer incidents when unable to resolve issues within the service desk.

• Collaborate with internal teams and resources to troubleshoot and identify resolutions for incidents, capturing and recording initial triage information needed by teams for research.

⛳️ Requirements

• Associate bachelor’s degree or equivalent experience.

• 1-2 years of experience working with Microsoft products, including Windows 10, 11, Office, and Outlook.

• Basic understanding of PC networking and standard browser troubleshooting.

• Experience utilizing a CRM ticketing system.

• Experience troubleshooting issues with mobile phones and smart devices.

• Experience in diagnosing common desktop applications (e.g., MS Office, Email, etc.).

🏝️ Benefits

• Work from Home, in-office, or hybrid options available.

• Participation in Employee Belonging Groups.

• Healthcare benefits including Dental, Medical, and Vision.

• Paid Vacation, Volunteer, and Holiday Time Off.

• And many more exciting benefits!