DESCRIPTION

The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. 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.

FORMAL EDUCATION & CERTIFICATION

• College diploma or university degree in the field of computer science and/or 2+ years equivalent work experience.
• The following certifications are highly desired
• ITIL Foundation
• Comptia A+
• Comptia Network +
• Google IT Support Professional
• HDI Support Center Analyst (HDI-SCA)

KNOWLEDGE & EXPERIENCE

• Knowledge of advanced computer hardware, including Apple, Dell, HP, Lenovo, and others as required
• Experience with desktop and server operating systems, including Windows 7+, Windows Server 2012+, and macOS 10+
• Extensive application support experience with Microsoft Office
• Working knowledge of a range of diagnostic utilities, including ManageEngine Desktop Central
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Fluent English language skills.