Service Desk Analyst II

Job Description:

The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role’s primary responsibility is to receive, prioritize, document and resolve/escalate end user’s requests and issues.

• Field incoming interactions to the Service Desk via phone, email and self-service regarding hardware and software related requests and issues.
• During end user interactions, document all pertinent user information, request/issue details and steps undertaken during the interaction in the ticketing.
• Using company established rules, prioritize end user’s requests and issues.
• Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group within agreed service levels.
• Applying ITIL best practices and technical acumen to every client interaction.
• Provide Tier 1 technical support on computer, mobile, hardware, software, conferencing, and other IT related technologies (also Tier 2 & 3 when a solution is present in Knowledge Base).
• Communicate effectively with end users in all stages of the request fulfillment and incident management processes; including initial interaction, triage, escalation, and status updates as requested.
• Manage individual task queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA.
• Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users.
• Participate in team projects that enhance the effectiveness of the Service Desk.
• Act as an escalation for Service Desk Analyst I staff.
• Escalate problems tickets and alert Management to emerging trends in incidents.
• Serve as on-call for afterhours support and Major Incidents on a rotational basis.
• Other duties as needed.

• 3-5 years working experience in Service Desk Operations or relevant experience 
• Proficient knowledge or experience in Help Desk/Service Desk Operations
• High level expertise in end user interaction/service 
• Have excellent communication skills, both orally and written 
• Proven ability to be both analytical and effective at prioritizing tasks in a high-pressure environment 
• Exceptional track record of working in a team-oriented, collaborative environment with a high-level focus on client service  
• Working knowledge of computer hardware, software, and operating systems (including Windows 10), Active Directory, Office365, Exchange Online, end point management, VPN, video conferencing, and mobility (Android and iOS)
• Proven analytical and problem-solving skills 
• Traveling around locally to our data centers as needed by our clients  

• Preferred - BS in Computer Science, ITIL/MOF knowledge, MIS or similar field
• Microsoft MCP or MCSA preferred
• ITIL v3 certification or higher preferred

• Ability to sit for extended periods of time
• Walk or stand for 10% of the time
• Moderate or advanced keyboard usage
• Lift 25 lbs.
• Travel 5% of the time

Benefits of working at Flexential: 

• Medical, Telehealth, Dental and Vision 
• 401(k) 
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) 
• Life and AD&D 
• Short Term and Long-Term disability 
• Flex Time Off (PTO) 
• Leave of Absence 
• Employee Assistance Program 
• Wellness Program 
• Rewards and Recognition Program 

Benefits are subject to change at the Company’s discretion. 

Base Pay Range: Hourly range offered for this position is estimated to be $27.50 - $32.00. However, the actual pay range depends on each candidate’s experience, location, and qualifications. 

Variable Pay: Discretionary annual bonus, based on personal and company performance.

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position has the following safety hazards: ☒ Ergonomics

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