Service Desk Analyst

Company Description

Let’s Work Together

Service Desk Analyst

This position is based in Buffalo, NY

LIFE at nfrastructure

At nfrastructure, we understand that our success results from our diverse workforce. nfrastructure nployees relish challenging projects working alongside technology’s best and the brightest. Our team members enjoy the freedom and support they receive to help our customers solve problems and capitalize on opportunities. Our work environments are designed to foster collaboration, creativity, excitement and success. We are a high-growth organization that counts many of the world’s most admired brands as customers. nfrastructure is a CRN Triple Crown winner, a member of the Fast Growth 150, Tech Elite 250 and Solution Provider 500, Inc.’s Build 100 List of Sustained-Growth Companies, Inc.’s 500|5000 list, and are recognized as both a Times Union Top Workplace and a Best Company to Work for in New York State.

Job Description

The area: Service Desk

The Service Desk at nfrastructure is made up of a highly motivated team whose attention to detail, follow-through, and constant client support creates an energetic and productive atmosphere. Working directly with clients, the team is committed to resolving all client and internal issues as they arise and escalating problems as necessary. The Service Desk team works together to support the IT infrastructures at client locations while simultaneously maintaining and troubleshooting our internal network.

The role: Service Desk Associate

The Service Desk Associate will provide Level 1 support to clients. This position will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Service Desk Associate will troubleshoot, diagnose and resolve or escalate Level 1 incidents received as necessary. The Associate will install, configure, administer and support the network status monitoring tools. The Associate will also analyze the data obtained with these tools to diagnose problems, determine trends, and plan upgrades.

• This is a shift position, you will need to be flexible to work 1st, 2nd or 3rd shift.

Responsibilities:

• Perform customer support to client via telephone, chat and email support
• Perform call backs as required
• Identify and/or coordinate hardware and software requests and offer solutions for customer accounts
• Act as a subject matter expert (SME) across limited subject areas and provide mentoring in the limited subject areas
• Train and mentor other service desk associates as needed

Qualifications

REQUIREMENTS:

• High School Diploma or equivalent experience
• Experience working on a helpdesk/service desk handling tickets
• Experience troubleshooting Desktop hardware and associated peripherals
• Proficiency in navigating accounts with multiple skill set requirements
• Learn and become knowledgeable of customer products and services
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Ability to resolve more complex support ticket requests
• Ability to provide support to new team members
• Effectively manage length of calls/handle time
• Promote teamwork and contact center success
• Must have an advanced understanding with - Microsoft Outlook 2010, Windows 7, Internet explorer 9, and computer terminology

Additional Information

About nfrastructure:

nfrastructure partners with the world’s most admired brands to design, build, and operate infrastructure and applications for digital business. Our insight, execution, and results culture, world-class engineering talent, on-site technical service in every major market, tightly integrated high-availability remote support and our innovative, proprietary “nterprise” software platform delivers a highly differentiated value proposition for our customers and partners.

More information about nfrastructure can be found at www.nfrastructure.com

Apply for this job or another online today at www.nfrastructure.com/company/careers