Service Desk Analyst

Data-Core Systems, Inc. is a provider of information technology, consulting, and business process services. We offer breakthrough tech solutions and have worked with companies, hospitals, universities, and government organizations. A proven partner with a passion for client satisfaction, we combine technology innovation, business process expertise and a global, collaborative workforce that exemplifies the future of work. For more information about Data-Core Systems, Inc., please visit https://datacoresystems.com/. 

Data-Core Systems Inc. is seeking Service Desk Analyst to be a part of our Consulting team. You will participate and effectively contribute to the design, development, and implementation of complex applications, often using new technologies. You will provide technical expertise and systems design for individual initiatives. You will have the opportunity to work with other SME consultants from our existing team. 

Roles & Responsibilities

• Engage the customer base through the detailed intake of calls into the service desk via multiple mediums (phone, email, walk-up, and self-service portal).  Appropriately attempts to resolve immediately and where necessary escalate to the appropriate Service Team (Service Delivery, Production Support, etc).
• Mentors junior staff and assists in their development.  Acts as a point of escalation for issues. 
  
• Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.
• Create/Review IT knowledge articles for end user support portal and play an active role in supporting the portal.
• Contacts customers to gather all required data to facilitate resolution of customer issues/requests and is responsible for maintaining customer communication throughout the resolution process.
• When necessary manage communications out to the IT customer base regarding incident/problems and outages

Experience

• 2 years experience Imaging, Configuring, Deploying, and Troubleshooting hardware (PC and iOS devices)
• 3-5 years’ Service Desk/Technical Support experience
  
• 1-2 years of junior management experience
  
• Bachelor’s Degree or equivalent experience
  
• Experience with handling and proper routing of ITSM call tickets, call resolution, transition of calls to proper service area when appropriate.
• Fluent in speaking and writing in English (Multi-lingual Portuguese a plus)
  

Qualifications

• Customer Focused
• Detail Oriented
• Highly organized
• Outgoing
• Flexible/Adaptable
• Able to communicate effectively (orally and written)
• Quality-driven and results oriented and ready to go above and beyond to deliver results
• Able to work in a very fast-paced open environment

We are an equal opportunity employer.