Service Desk Analyst

This is a remote position.

Service Desk Analyst:

The Service Desk Analyst role serves as the initial point of contact for internal end users(employees) seeking technical assistance or requesting changes/modifications. This role involves identifying, diagnosing, and resolving issues related to hardware, software, permissions and networking. The Service Desk Analyst ensures that technical problems are resolved efficiently and effectively, contributing to smooth and uninterrupted business operations. Responsibilities encompass participating in project work, build outs, discovery, and continuous service improvements, including workflow, process, or application enhancements. Additional tasks include data entry, data gathering, and the creation and modification of knowledge base documentation. The Service Desk Analyst consistently follows Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to maintain high standards of support and service delivery. Responsibilities can include, but are not limited to:

Key Responsibilities:

• Ticket Triage: Review and prioritize incoming support tickets to determine their urgency and impact based on predefined criteria to ensure timely response and resolution. Adhere to internal Service Level Agreements (SLAs) to maintain consistent support standards. This includes assessing ticket details, assigning appropriate priority levels, and directing tickets to the correct support personnel or team for resolution.
  

• Real-Time Ticket Response: Respond to tickets in real-time, ensuring that all issues are addressed promptly and efficiently, utilizing available resources and knowledge to resolve problems within their provided SLAs. Maintain clear and consistent communication with users throughout the resolution process, keeping them informed of progress and next steps and resolution of their issues.
  

• Zendesk Support Management: Effectively use Zendesk Support for managing support tickets. Update ticket statuses regularly to reflect current progress and ensure accurate tracking. Communicate promptly and clearly with customers through the platform, providing updates, resolutions, and follow-ups as needed. Ensure all interactions are documented within Zendesk to maintain a comprehensive record of support activities.
  

• Ticket Escalation Management: Identify and escalate complex, misrouted or higher-level support tickets to the appropriate teams or personnel. Provide clear escalation paths to ensure issues are addressed by the relevant experts. Communicate with end users about the escalation process and expected timelines to keep them informed.
  

• Front-Line IT Representation: Act as the primary representatives of the IT department, engaging with internal end users to address technical issues and provide resolutions. Communicate effectively and professionally, ensuring that all End Users are well-informed about the status and progress of their technical concerns. Foster positive relationships and maintain a high level of customer service to enhance the reputation of the IT department.
  

• Technical Stack Familiarization: Continuously develop and maintain an intermediate understanding of both the end-user and IT department's evolving technical stack. This includes, but is not limited to, BYOD/COPE local devices, mobile devices (COPE/BYOD), Azure AD, Azure Virtual Desktops, Google Workspace, Venn Workplace, multiple CRMs, and various SaaS endpoints. Stay adaptable and open to learning new technologies as they are introduced or phased out to ensure comprehensive support capabilities.
  

• Troubleshooting: Diagnose and resolve technical issues related to supported technologies and platforms. Apply standard troubleshooting procedures to identify the root cause of problems and implement effective solutions. Ensure issues are resolved efficiently to minimize disruption to end-users and maintain operational continuity.
  

• Accurate Documentation Management: Maintain detailed documentation of all ticket interactions, technical solutions, and issue resolutions using Zendesk Guide(KBs). Follow supplied guidelines and templates to ensure consistency and completeness. This thorough documentation supports ongoing knowledge sharing and enhances the efficiency of the support process.
  

• Project Participation & Data Handling:  Engage in various IT projects such as AD build-outs, CRM implementations, software discovery, and other infrastructure improvements. Adhere to ITIL Standards of Continuous Improvement throughout all project activities. Perform data entry and data gathering tasks to support these projects, ensuring accuracy and relevance of collected information. Responsibilities include, but are not limited to, assisting with project documentation, tracking project progress, and compiling data for project reports to support decision-making and project success.
  

• Collaboration and Process Improvement: Work closely with team members to identify recurring issues and inefficiencies in support processes. Proactively suggest improvements to IT Management for streamlining and enhancing support operations. Foster a collaborative environment to continuously refine and optimize IT service delivery.
  

• Ad Hoc Responsibilities and Continuous Improvement: Contribute to the overall success of the IT department by taking on ad hoc responsibilities as needed by both the department and the company. Ensure that the Standards of Continuous Improvement are met by engaging in continuous service improvements practices. This includes enhancing workflows, processes, or applications, using ITIL Standards as guidelines to drive efficiency and effectiveness within the IT operations department.
  

Requirements

1. Education: Associate's degree in Information Technology, Computer Science, or a related field; OR High school diploma plus relevant IT certifications.
   

2. Experience: Minimum of 2 years of experience in IT Tech Support or internal-facing support roles.
   

3. Technical Skills:
   

• Intermediate understanding of end-user and IT department technical stack, including:
  

• BYOD/COPE local devices
  

• Mobile devices (COPE/BYOD)
  

• Azure AD
  

• Azure Virtual Desktops
  

• Google Workspace
  

• Venn Workplace
  

• Strong emphasis on:
  

• Automations
  

• SharePoint/MS 365
  

• Zendesk
  

• Forth CRM
  

4. Ticketing System Proficiency: Strong experience with Zendesk Support, including chat, phone, and ticket management.
   

5. Customer Service: Excellent customer service skills with the ability to communicate technical information to non-technical users. Must be able to effectively interact with stakeholders and high-level personnel within the company.
   

6. Problem-Solving: Strong analytical and problem-solving skills with the ability to troubleshoot and resolve complex technical issues.
   

7. Documentation: High proficiency in creating, updating, and maintaining technical documentation and knowledge base articles. Ability to build and improve KBs is crucial.
   

8. Time Management: Ability to manage multiple priorities and meet SLAs in an ever-changing environment.
   

9. Teamwork: Strong collaboration skills and ability to work effectively in a team environment. Emphasis on being a supportive and contributing team member.
   

10. Continuous Learning: Demonstrated ability to quickly learn and adapt to new technologies and processes, coupled with a strong desire to grow professionally. Willingness to participate in learning programs and pursue certifications.
    

Preferred Qualifications:

1. Certifications: While not required, the following certifications are recommended:
   

• CompTIA A+
  

• ITIL Foundation
  

• Other relevant IT service management or tier 1 support certifications
  

Soft Skills:

1. Communication: Excellent verbal and written communication skills, with the ability to effectively communicate with all levels of the organization.
   

2. Adaptability: Ability to thrive in a dynamic environment and adapt to changing technologies and processes. Openness to taking on new types of projects and responsibilities.
   

3. Attention to Detail: Strong attention to detail, especially in documentation and data entry tasks.
   

4. Initiative: Self-motivated with the ability to work independently, proactively identify areas for improvement, and take ownership of projects and tasks.
   

5. Empathy: Ability to understand and relate to end-users' technical challenges and provide compassionate support.
   

6. Time Management: Excellent ability to prioritize tasks, manage time effectively, and meet project deadlines consistently.
   

7. Flexibility: Willingness to adapt to changing project requirements and take on new challenges as they arise.
   

Benefits

• Paid holidays, 2 weeks of vacation, and 5 sick days after 90-day probationary period
  
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job