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Job title: Service Desk Analyst
Company: Eleven Recruiting
Job description: Job Description
The IT Service Desk Analyst is responsible for a broad range of technologies and services required to maintain key business processes across multiple departments and functions. This includes liaising across multiple areas of the business to support incidents, problems and requests. The Analyst is responsible for answering IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms.
Primary Duties
» Performs various duties depending on circumstances and current company needs
» Installs and uninstalls software and hardware systems, including new equipment, anti-virus programs, business application programs, and other tools commonly used by the company’s team members
» Repairs and maintains laptops, tablets, desktop computers, network printers, and other technology equipment
» Works with team members to troubleshoot both complex and routine computer issues related to telephone systems, wireless networks, and remote configurations at properties owned by the company and its affiliates
» Provides advice and guidance to colleagues regarding incidents
» Identify, log and resolve technical problems with software applications or network systems
» Identify potential changes and system improvements to present to management for consideration and implementation
» Ensure that work is carried out within agreed service levels and in accordance with department guidelines
» Maintain client databases with up to date solutions and clear record of activities through the IT Service Management System (ServiceNow.)
» Explain and document technical issues in a clear way to clients
» Provide support resources for AV equipment and services including web conferencing, conference center events, and meeting room support.
» Performs one-on-one computer coaching on technology when necessary
» Communicates with individuals by phone and email to solve technical problems
» Stays abreast of current trends and technology and makes recommendations that will help a company keep up with technology standards in the industry
» Adapts quickly to changing circumstances, new standards, and requests by company management
Qualifications
» Excellent understanding of computer support and troubleshooting
» Knowledge of Windows OS,
» Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction with Clients
» Good Language and Communications Skills, Problem-Solving,
» Ability to Work in a Team,
» Ability to prioritize tasks and assignments
Formal Education and Qualifications
» Bachelor’s Degree in Computer Science or Information Science,
» Relevant Certifications such as Microsoft/Comptia and Cisco,
» Network Knowledge, Strong Oral Communication Skills, Good Coaching Skills, Enthusiasm, Ability to Meet Deadlines, Technology Industry Knowledge, Extensive Software Knowledge, Problem-Solving Skills, Dedication to Network Security
Expected salary: $30 – 40 per hour
Location: New York City, NY
Job date: Wed, 26 May 2021 22:14:44 GMT
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