Service Desk Analyst

Service Desk Analyst

Contract to Hire

Columbus, OH

The Service Desk Analyst, plays a key role in delivering exceptional service and support experiences, ensuring customer satisfaction with every interaction. This role contributes to the success of the organization by providing high-quality IT support and effective solutions through proactive problem resolution. Responsibilities include handling incident, problem, request, and knowledge management tasks, such as intake, triage, troubleshooting, escalation, documentation, and resolution. Operating 24/7/365, the Service Desk offers level 1 and level 2 support to the whole company. As the face of IT and intake for IT teams, supported areas include end-user software, hardware, mobile devices, enterprise and business applications, and telecommunications.

Key Responsibilities:

· Remote and Onsite Support: Actively participate in all Service Desk core responsibilities, providing both remote support (via phone and ticket queue) and onsite support (through kiosk/walk up desk).

· Customer Experience: Deliver exceptional customer experiences by providing support for the technical environment, ensuring prompt, friendly, and professional service.

· Technical Issue Resolution: Provide accurate, complete, and timely resolutions for technical issues. Progress and escalate unresolved issues appropriately when they fall outside the scope of Service Desk responsibilities.

· Ticket Follow-Up: Ensure thorough follow-up on all tickets, confirming successful resolution with end users before ticket closure, maintaining clear communication throughout the process.

· Knowledge Management Contribution: Consistently utilizes the Service Desk knowledge management system when triaging incidents. Identify gaps within the knowledge base and contribute by creating and maintaining knowledge articles to address these gaps.

· Account Management: Accurately create and maintain user accounts and manage access permissions as defined by organizational protocols.

· Team Collaboration: Actively participate in Service Desk team meetings and activities, fostering collaboration and continuous improvement.

· Flexible Coverage: Display flexibility by providing support during peak times, as well as covering for team members during vacations or sickness, ensuring uninterrupted service.

Minimum Qualifications:

· Education: Associate in information technology, MIS, Business or equivalent

· Years of Experience: 0-2

· Knowledge & Skills: ~ 1 year of experience in a Enterprise Service Desk and/or technical support environment, demonstrating proficiency in handling technical issues and providing IT support.

· Customer-Focused Support: Minimum of 1 year of experience in a customer-focused support environment, with a strong commitment to providing outstanding service and building positive relationships with end users.

· Familiarity with using a ticket management system to track, prioritize, and resolve incidents and service requests efficiently.

· Communication Skills: Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to a diverse audience and partner effectively with various teams.

· Industry Standard Software Support: General experience with industry-standard software and applications, including Microsoft Office programs, Adobe Reader/Acrobat, Apple iOS, Google Chrome, Microsoft Edge, Remote Desktop Connection, and telephony systems (e.g., Genesys, Avaya).

· End User Hardware Knowledge: Familiarity with common end-user hardware, including Dell and Mac laptops/desktops, office printers, and other computer accessories.

· Network Support Knowledge: Basic understanding of common network support issues related to LAN/WLAN.

· Certification Preferences: A Certification is preferred, demonstrating foundational knowledge in IT support and hardware troubleshooting.