Service Desk Analyst

Looking for a new opportunity? Apply for this Help Desk Analyst II role with a growing company. Candidates for this position should keep in mind that we are looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. If chosen, you'll be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. This position absolutely must understand how the Help Desk Analyst role relates to IT projects and IT Service Management initiatives. Candidates should also be able to understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. This Analyst job sometimes includes covering alternative shifts when needed.

What you get to do every day

• Handling help desk support calls, walk-in requests and emails in a professional and efficient manner
• Identifying and solving Level 1 problems relating to hardware failure, software applications, peripherals and other networking issues
• Escalating unresolved issues to other members of the team in a timely manner to meet SLAs and ensure users receive excellent service
• Identifying and troubleshooting hardware and software configuration problems
• Deploying hardware and application upgrades
• Providing desk-to-desk support as required for those calls that cannot be resolved over the phone or through remote control and escalating problems using the appropriate procedures
• Co-ordinate and set up webinar/video conference meetings in boardrooms for firm and client meetings
• Administration of user changes
• Other duties as assigned

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help desk analyst

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