service desk analyst (charlotte)

posted
job type
permanent
salary
US$ 50,000 per year
apply now

job details

posted
location
charlotte, north carolina
job category
Information Technology
job type
permanent
salary
US$ 50,000 per year
reference number
632943
phone
.
apply now

job description

job summary:

Company is seeking a Service Desk Analyst with strong technical skills, customer service oriented and a desire to expand those skills in a team environment. As a Service Desk Analyst, you will be responsible for providing essential Tier I support for technology products and services used by firm employees located in Europe, Asia-Pacific and the Americas. This role will primarily support the remote Service Desk function but also has secondary responsibilities providing onsite desk-side tier 2 support as required.

 
location: Charlotte, North Carolina
job type: Permanent
salary: $50,000 - 60,000 per year
work hours: 8 to 5
education: Associates
 
responsibilities:

Responsibilities

  • Field incoming requests to the Global Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues in an enterprise environment, including desktops, laptops, and mobile devices
  • Document, assign, track, investigate and resolve issues while closely liaising with staff keeping them informed on status
  • Triage issues with Server, Network, Applications, Desktop Support and Service Desk team members to determine appropriate course of action
  • Utilize a Service Desk ticketing system to document and track work efforts
  • Meet ticket closure targets as defined by Service Level Agreements (SLA) ensuring that all requests from end-users are logged and correct procedures are followed
  • Develop step-by-step instructional guides containing incident and request resolution procedures as well as FAQ documents for end users
  • Openness to work out of office hours or weekends in order to complete specific projects or tasks resulting in minimal disruption and risk during office hours
  • Install and configure workstations, printers, monitors, VoIP desk phones, mobile devices, PC components, peripherals and all related software as required
  • Participate in an on-call rotation schedule to include working nights and weekends
  • Perform all other duties as assigned by IT management
 
qualifications:

Qualifications

  • Degree in Computer Science, Computer Engineering or relevant experience
  • 2+ years of experience in working within a technical support role including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills
  • 2+ years of experience with Microsoft technologies, including Windows 7/10 Operating Systems, Microsoft Office/Office365, Intune and Exchange Management Console
  • 2+ years of experience in administrating user accounts in Active Directory
  • Excellent customer service skills including being proactive, courteous, and approachable while maintaining composure in tense situations
  • Excellent organizational and problem-solving skills
  • Experience in using a "ticketing" system to manage workload; ServiceNow preferred
  • Ability to work in a fast-paced environment, work independently or as part of a team and manage time effectively
  • Strong oral and written communication skills
 
skills: Preferred Qualifications

  • A+ Certification
  • Certification in ITIL Foundation (v3)
  • Role-based Access control experience
  • Software distribution tools experience (i.e., Microsoft SCCM 2007/2012)
  • Microsoft Exchange Console to include user and distribution list account creation and permissions management
  • Cisco/Tandberg Video Conferencing support experience
  • Financial services technical support experience

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

skills

Preferred Qualifications

  • A+ Certification
  • Certification in ITIL Foundation (v3)
  • Role-based Access control experience
  • Software distribution tools experience (i.e., Microsoft SCCM 2007/2012)
  • Microsoft Exchange Console to include user and distribution list account creation and permissions management
  • Cisco/Tandberg Video Conferencing support experience
  • Financial services technical support experience

qualification

Qualifications

  • Degree in Computer Science, Computer Engineering or relevant experience
  • 2+ years of experience in working within a technical support role including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills
  • 2+ years of experience with Microsoft technologies, including Windows 7/10 Operating Systems, Microsoft Office/Office365, Intune and Exchange Management Console
  • 2+ years of experience in administrating user accounts in Active Directory
  • Excellent customer service skills including being proactive, courteous, and approachable while maintaining composure in tense situations
  • Excellent organizational and problem-solving skills
  • Experience in using a “ticketing” system to manage workload; ServiceNow preferred
  • Ability to work in a fast-paced environment, work independently or as part of a team and manage time effectively
  • Strong oral and written communication skills

responsibilities

Responsibilities

  • Field incoming requests to the Global Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues in an enterprise environment, including desktops, laptops, and mobile devices
  • Document, assign, track, investigate and resolve issues while closely liaising with staff keeping them informed on status
  • Triage issues with Server, Network, Applications, Desktop Support and Service Desk team members to determine appropriate course of action
  • Utilize a Service Desk ticketing system to document and track work efforts
  • Meet ticket closure targets as defined by Service Level Agreements (SLA) ensuring that all requests from end-users are logged and correct procedures are followed
  • Develop step-by-step instructional guides containing incident and request resolution procedures as well as FAQ documents for end users
  • Openness to work out of office hours or weekends in order to complete specific projects or tasks resulting in minimal disruption and risk during office hours
  • Install and configure workstations, printers, monitors, VoIP desk phones, mobile devices, PC components, peripherals and all related software as required
  • Participate in an on-call rotation schedule to include working nights and weekends
  • Perform all other duties as assigned by IT management

educational requirements

Associates