Service Desk Analyst

What this Job Entails: 

The Service Desk Specialist I will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.

Scope: 

• Applies company policies and procedures to resolve routine issues

• Works on problems of limited scope

• Receives detailed instructions

Your Roles and Responsibilities:

• Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.

• Help maintain equipment inventory, including processing RMAs and ordering new equipment.

• Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.

• Helps to monitor, update and maintain tickets in a defined ticketing system. 

• Assists with responding to tickets, contact users and plan workload. 

• Update, track and escalate the ticket to appropriate levels/group for resolution as required. 

• Sign-off on closed tickets with the user to include follow up specifically to the end user.

• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.

• Help support access to corporate network/wireless and applications both on the network as well as over VPN.

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience 

• Builds stable working relationships internally

• Follows standard practice and procedures when analyzing situations or data

• Ability to work independently with minimal supervision

• Excellent coordination skills and a team player

• Ability to identify issues and escalate as needed

• Excellent written and oral communication skills

• Strong interpersonal and customer service skills

• Knowledgeable about hardware, software, and network troubleshooting  

• Understanding of software application use and installation

• Ability to resolve technical issues under pressure

Preferred Qualifications: 

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively 

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers