Service Desk Technical Analyst

Position Overview:
Fusion HCR is hiring! This is a contract, onsite Service Desk Technical Analyst opportunity with a top-notch property in the gaming and hospitality space. The primary responsibility of the Service Desk Technical Analyst is to provide first-line technical support to internal and external partners. This role involves troubleshooting and resolving IT issues, managing service requests, and ensuring a high level of customer satisfaction. The analyst will work closely with other IT teams to escalate and resolve complex issues, contributing to the overall efficiency and effectiveness of the IT service desk. This role will be contractor and onsite. A commitment to team work, hustle, and strong communication skills are absolute requirements.

Responsibilities

• Respond to and resolve technical incidents and service requests via phone, email, or ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues, providing timely solutions.
• Deliver exceptional customer service by maintaining a professional and empathetic demeanor.
• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.
• Work with other IT teams to escalate and resolve complex issues, ensuring timely resolution.
• Contribute to the creation and maintenance of knowledge base articles and technical documentation.
• Act as the face of IT and build strong relationships with customers.
• Communicate IT-related updates, changes, and maintenance schedules to customers
• Provide timely and effective resolution of user issues, ensuring that SLA targets are met or exceeded.
• Maintain a high level of technical and procedural knowledge of IT services and support processes, to provide accurate and
• helpful information to end-users
• Identify and escalate trends in user issues, suggesting improvements to IT Service Management processes and procedures.
• Follow established Incident Management, Problem Management, and Change Management processes and procedures,
• ensuring that all actions are documented appropriately.
• Maintain a positive and professional attitude when interacting with end-users and other members of the IT team

Minimum Qualifications:

• At least 21 years of age.
• Proof of authorization to work in the United States.
• A degree in information technology, computer science, or a related field (or equivalent experience) preferred.
• Must be able to obtain and maintain any certification or license, as required by law or policy.
• Understanding of ITIL and IT Service Management.
• Strong knowledge of computer systems, networks, and software.
• 2 years of experience in a support or customer service role, preferably in an IT Service Desk environment.
• CompTIA A or ITIL certification preferred.
• Proficiency in using IT service management systems and ticketing tools preferred (e.g., ServiceNow, Remedy, Jira) and other
• relevant software applications.
• Strong communication, problem-solving, and customer service skills. Ability to work effectively in a team environment
• Willingness to work flexible hours as necessary, including evenings, weekends, and holidays, as required.
• Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other
• Team Members and outside contacts of different backgrounds and levels of experience.