What are the responsibilities and job description for the Service Desk Analyst position at ITA Group, Inc.?
POSITION DESCRIPTION
The Service Desk Analyst - Tier I provides first-level technical support to end-users, with the goal of delivering high levels of customer service and efficiency. This position is responsible for receiving, triaging, and resolving IT-related issues and requests from employees across the organization.
POSITION REQUIREMENTS
- Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- One to two years of experience in IT support or customer service role preferred.
- Strong knowledge of Windows operating systems and Microsoft 365 suite.
- Basic understanding of network concepts and troubleshooting.
- Familiarity with remote desktop support tools and ticketing systems.
- Excellent communication skills, both verbal and written.
- Strong problem-solving and analytical skills.
- Ability to explain technical concepts to non-technical users.
- Customer-oriented mindset with a focus on user satisfaction.
- Ability to work effectively in a team environment.
- Excellent time management and prioritization skills.
- Willingness to learn and adapt to new technologies and processes.
- Ability to listen, understand and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred.
- Ability to work the time necessary to complete projects and/or meet deadlines.
ABOUT ITA GROUP
ITA Group is an employee-owned engagement and loyalty company that provides data-driven solutions designed to uniquely motivate and inspire our clients’ employees, channel partners and customers. Creating engaging employee experiences is at the heart of what we do and who we are, and we continuously evaluate our team member benefits to ensure our team members are cared for. We offer an array of competitive benefits, including healthy retirement contributions, health, dental and vision insurance, paid parental leave, flexible work arrangements, Volunteer Time Off, paid sabbaticals, anniversary awards and more! Come join our team, recently recognized by several top organizations as a Great Place to Work.
