What are the responsibilities and job description for the service desk analyst position at firstPRO, Inc?
Reporting to the IT Service Desk Manager, Technical Support Services Analyst is an entry level position responsible for providing technical services requiring basic analytical and problem-solving skills. The Technical Support Services Analyst will be responsible for thoroughly documenting their activities and ensuring that an accurate and current knowledge base is always maintained.
Essential Job Duties:
- Answer incoming Service Desk phone calls. Assess the importance of a caller's needs, create a detailed well described incident into our ticketing system, and provide verbal assurance that the incident will be handled in a timely manner.
- Develop and maintain a working knowledge and understanding of our customer's use of technology.
- Apply and maintain basic technical skills and knowledge in the support troubleshooting computer systems, hardware, and software across our customer.
- Maintain consistent and professional customer service and communication with end users and IT associates.
- Provide timely status as needed to end users and fellow IT associates when working to resolve an incident.
- Participate in projects or stretch assignments as a project team member.
- Collaborate with colleagues to identify and remediate issues.
- Perform clearly defined, repetitive duties in support of Service Desk.
- Other duties as assigned by Management.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
Required education – Associates Degree in IT Management, Computer Science, other related field, or equivalent experience.
Required technical experience – Basic knowledge of IT concepts required - 1-3 years of experience preferred.
Windows 10 | O365 | Azure | Apple/Mac | Service Desk Tools
- Excellent communication and interpersonal skills, including written and oral communications.
- Able to perform routine tasks independently and more complex task with close supervision.
- Ability to support multiple efforts in parallel, in a highly matrix, fast-paced, multi-site organization experiencing rapid growth.
- Ability work with remote teams across time zones and geographies.
- Occasional weekend or after hours work if projects or assignments necessitate activity when workers are out of the office.
