The Service Desk Analyst ensures proper computer operation so end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Key Responsibilities:
- Testing and analyzing IT system and software performance.
- Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
- Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
- Preparing training manuals and FAQ materials for easy-access end-user guidance.
- Documenting processes and maintaining service desk records.
- Making recommendations to optimize IT performance and to prevent future problems.
- Collaborating with internal departments to ensure that IT needs are met.
- Keeping informed of advancements in IT.
Qualifications:
Education and/or Experience
- Associate’s or bachelor’s degree in computer science, information systems, or similar.
- At least two years’ experience in an IT performance analysis and end-user support role.
- In-depth and current knowledge of computer programs and hardware.
- Proficiency in customer relationship management (CRM) and task management software.
- Exceptional analytical and problem-solving skills.
- Advanced collaboration, communication, and interpersonal skills.
- Making recommendations to optimize IT performance and to prevent future problems.
- Excellent organizational and time management skills.
Mathematical Skills
- Ability to read and interpret documents
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups including management
- Ability to communicate in clear and concise manners
Computer Skills
- Active Directory, Group Policy, DNS, DHCP
- Familiarity with CLI and PowerShell
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- ERP & MRP (IQMS experience a plus)
Other Skills and Abilities
- Ability to motivate oneself. Employee should be goal oriented. Performs functional responsibilities with little to no supervision. Excellent interpersonal, communication and organizational skills are required.
- May be required to work after normal business hours and weekends to support employee/business needs and special events.
- Ability to work independently
- Team player
- Travel & Overtime Requirements
- To accommodate support needs, it may be necessary to conduct meetings and/or conference calls outside of normal business hour
