What are the responsibilities and job description for the Service Desk Analyst position at Robert Half?
One of Robert Half's Fortune 500 clients is hiring a Service Desk Analyst for an onsite role in Marysville, OH. If you have 2 years of helpdesk experience, apply today!
Job Duties:
- Provide first contact support of incoming requests to the service desk via telephone, web portal, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Respond to enterprise connectivity issues in an analytical and methodical documented manner
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technician, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Work as an effective team member
- Follow escalation and notification processes to management
- Create and / or edit solutions to the knowledge base in a timely manner.
Knowledge & Experience
- Knowledge of basic computer hardware and software
- Familiarity with the fundamental principles of ITIL
- Customer service oriented with excellent written and verbal communication skills.
- Desire and ability to quickly learn and apply new concepts.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills.
Salary : $17 - $20
