What are the responsibilities and job description for the Service Desk Analyst (Westwood, MA) position at GavinHeath, LLC?
Job Details
Service Desk Analyst
GavinHeath is partnering with a client in Westwood, MA looking to add a Service Desk Analyst to their team. The role is a contract position with possibility of going permanent. This role is a Hybrid position. The Service Desk Analyst is a member of the Global IT Service Desk Team that supports all employees and contractors in corporate, retail stores, and distribution centers.
This role is the first point of contact for users needing assistance. The analyst will respond to incidents and requests reported by users, delivering the highest level of customer service.
Must possess strong interpersonal attributes, a collaborative mindset, good judgment, clear communication skills, and the desire to help others.
Work Hours
Saturday - Wednesday from 8am-4:30pm EST. Must have the ability to work busy events such as the day after Thanksgiving, special Big Event days, and the day after Christmas, based on company needs.
The first 2 weeks you will work M-F 8-5 shift for training. Once training is complete, you will work a Friday - Tuesday, 10:00am-6pm shift. This is a hybrid position working 2-3 days in the Westwood HQ 2 office.
Responsibilities:
- Provide superior Customer Service and IT Support
- Field tickets, support calls, chats, and emails from users inquiring about software, hardware, connectivity, or similar issues.
- Follow all established support procedures and participate in the creation of new procedures for the team and end users.
- Provide accurate, timely, and creative solutions to end-users
- Escalate more complex problems to higher level support staff.
- Troubleshoot and provide support of retail and operations systems
Personal traits:
- Highly motivated self-starter with a "Sense of Urgency
- Prioritize and execute multiple initiatives in a collaborative and fast-paced environment
- Maintain high level of confidentiality
Customer Service skills:
- Empathy for the customer
- Problem-solving
- Clear communication
IT Basics Knowledge:
- PC hardware, software, and peripherals
- Networking technologies (VPN/VLAN/WIFI)
- Active Directory
Minimum Experience
2-3 years of Service Desk experience and Technology Support experience.
