Service Desk

Job Description

OVERVIEW :

Service Deck Analyst performs professional tasks to assist end users with company-provided computer hardware, software, and office peripherals. This role also provides technical support to staff on various hardware, including laptops, desktops, and tablets (Android and iOS), and resolves software-related issues. Additionally, responsible for maintaining and supporting audio / visual, video conferencing and tier 1 telephone (Teams & NICE) support.

ESSENTIAL JOB FUNCTIONS :

Operates the COTA Service Desk, promptly addressing and resolving end-user system issues communicated through the Service Desk phone number or ticketing system.

Effectively troubleshoots a range of hardware / software, peripheral (digital display devices, docking stations, etc.), and telephone concerns at the Service Desk. Executes installations of PC peripherals and phones as necessary.

Formulates and upholds standard operating procedures (SOP) for maintaining and operating desktop systems, encompassing standard imaging, security protocols, and Virtual Desktop environments.

Provides comprehensive training to new employees on the use of office equipment, including voicemail, telephones / softphones, and desktop systems.

Manages and maintains printers on the print server.

Creates, maintains, and troubleshoots mailbox problems, meeting rooms, distribution lists, and general performance tuning.

Participates with the testing phase of new technical applications and upgrades.

Works closely with the IT Asset Management (ITAM) Analyst to oversee IT equipment inventory and ensure appropriate disposal procedures for end-of-life equipment.

Administers anti-virus updates and executes password resets in response to user requirements.

Initiates and executes the endorsement and integration of innovative technical solutions.

Handles comprehensive end-user system management and user administration across the entire organization utilizing Active Directory / AzureAD, and Intune.

Participates with the deployment, management, and assistance for desktop, laptop, and tablets.

Provide tier 1 support for telephony systems (Teams and NICE CXOne).

Addresses incoming Incident and Service requests from end users in a prompt and efficient manner.

Evaluates and deploys appropriate upgrades, patches, drivers, and related enhancements.

Discovers and acquires proficiency in the diverse software and hardware employed and upheld by the organization.

Ensures adherence to licensing requirements and meticulous documentation.

Executes practical remedies, encompassing software / hardware installations and enhancements, execution of file backups, and configuration of systems and applications.

Performs advanced diagnostic measures and remedies.

Takes accountability for the comprehensive maintenance of a sophisticated network spanning multiple locations, catering to the needs of both local and remote users.

Promotes an environment of transparency and teamwork among fellow service desk analysts.

Strives to strengthen the partnership between the Service Desk, System Administrators, and other Information Technology team members.

Participates in rotational on-call after hours support.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and / or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

MUST HAVES :

Knowledge of Active Directory, AzureAD, Windows and Macintosh - based desktop operating systems, Exchange, M365 Office Suite, Intune, SCCM, and imaging software to roll out new software releases;

Ability to diagnose, evaluate and resolve PC and Macintosh hardware and software problems.

Solid knowledge of TCP / IP, DNS, DHCP and LAN.

Knowledge of computer hardware, including tablets, desktops, laptops, VoIP Phones, and mobile devices.

Experience with telephony systems such as Teams and NICE. PLUSSES :

A Certification

ITIL Certification

PR : 30-35 null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.