It Service Desk Analyst

The L.E.K. IT Department is seeking a Service Desk Analyst to join the team. This position will report directly to the Regional Service Desk Manager and take day-to-day technical direction from the Service Desk Team Lead.

The Service Desk Analyst provides excellent customer service one on one, follows written instructions to resolve basic problems, is respected and works well with teammates, takes direction well, executes assigned project tasks on time, administrates user accounts, and executes basic scripts within their role.

Responsibilities include, but are not limited to:

• Troubleshooting of routine hardware and software issues handled courteously and expeditiously
  
• Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and instant messaging - Updating and keeping our inventory accurate
  
• Assisting staff that is highly mobile and could be working out of many locations such as the office, the airport, their home, or various client sites
  
• Documenting, tracking, and monitoring all work item and resolution activity in the ITSM software to ensure a timely resolution
  
• Escalating issues of a higher complexity to Level 2 and Level 3 specialists when appropriate
  
• Participating in team projects that enhance the quality of service
  
• Supporting various devices such as laptops, tablets, and mobile phones running operating systems such as Windows, Mac OS, iOS, and Android
  
• Searching online for practical solutions when they are not documented in our knowledgebase and creating and updating knowledge articles in the IT Knowledgebase
  
• Providing off-hours support on a scheduled rotation
  
• Other IT related functions and projects as requested that are not limited to daily IT support
  

Qualifications:

Technical Skills

• Solid understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android
  
• General understanding of O365, Active Directory, SharePoint, VPN and remote access clients, printers, and other peripherals
  

Work Style

• Excellent verbal and written communication skills with technical, non-technical staff, and end-users
  
• Excellent customer service, including empathic listening skills
  
• Solid self-starter with the ability to work in a team environment
  
• Excellent follow-up skills to see tasks through to resolution, and communicate problem status to end users such as notification of completion, notification of delay, and rationale
  
• Excellent organizational skills, prioritizing and managing multiple tasks
  
• Solid ability to offer and accept feedback and constructive suggestions
  

Professional Experience and Education

• At least 3 years’ experience in a customer focused role
  
• At least 2 years’ experience in a Service Desk role of increasing complexity
  
• Experience in a senior role
  
• Bachelor’s degree or certificate program
  
• ITIL Foundation or equivalent knowledge
  
• Latest Microsoft Windows certification or equivalent knowledge