What are the responsibilities and job description for the Information Technology Service Desk position at AppleOne Technical Staffing?
As a Service Desk Analyst, you will be the main liaison between our field employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will provide top-tier customer support, troubleshoot technical issues, support communication between relevant assignment groups, and be part of the single point of contact for all IT related issues.
Responsibilities
- Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment
- Provide top-tier customer support for all Company users, including Senior and C-Level management
- Be able to ask efficient probing questions and use working knowledge of Company systems to determine the root cause of any issue as quickly as possible
- Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments
- Explain highly technical processes or applications in a way that is understandable to the standard end user
- Document all parts of the interaction with concise and accurate notes in each ticket worked
- Educate users on new processes or procedures when new enhancements are made to field applications
- Assist the Service Desk Manager in daily metrics and reporting
Competencies
- Computer Troubleshooting
- Mobile Device Troubleshooting
- Dependability
- Problem Solving/Analysis
- Attention to Detail
- Capacity for Critical Thinking
Requirements
- Experience working with complex technical issues
- Knowledge of IT related systems or applications
- Experience in customer service-related roles
- Understanding of ITIL practices and ServiceNow is beneficial
- MS Office Skills (Excel, PowerPoint, Word) is beneficial
Skills
- Strong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard applications
- Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently
- Excellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized manner
- Strong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to being a team player
- Self-Starter; be able to work independently and get work done
- Application Support Service Delivery (Service Management) knowledge
