Service Desk Analyst - Help Desk Support - Analysts
Job ID:
925062 Salt Lake City , Utah Job Type:
Contract Added - 02/09/24 Job DescriptionService Desk AnalystDuties:
This role requires 1 weekend a month availability6:
00AM to 2:
30PM9:
30AM to 6:
00PMWEEKEND Schedules - Monday/Tuesday and Saturday/Sunday - 4 days at 10 hours per day:
6:
00AM to 4:
30PM8:
30AM to 7:
00PMResponsibilitiesMust be client-focused with ability to provide white-glove treatment to clients.
Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
Address client requests and issues via phone or email.
Provide world class quality of service to clients throughout the resolution process.
Engage engineering teams and product owners to assist with troubleshooting as needed.
Perform 'cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
Maintain effective documentation by regularly reviewing and updating knowledgebase content.
Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
Be willing to learn and develop subject matter expertise in the systems and products to support, such as Messaging (Exchange, etc.
), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.
Skills:
Basic QualificationsMinimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
Solid technical knowledge, troubleshooting skills and support experience with the following:
ZoomMicrosoft Windows platform (Windows 7, 10)Windows desktop and server operating systemMicrosoft Active DirectoryMicrosoft OutlookGood understanding of the Microsoft Office products such as Word, Excel, and Power Point.
Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
Ability to perform Mobile OS (iOS/Android) application troubleshooting.
Team player mentality, collaborative, self-learner and self-motivated.
Good understanding of English and good communication skills is a must.
Strong customer service skills and focus on ownership throughout the resolution process.
Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
Preferred QualificationsThe use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.
Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years.
Education:
High School Diploma Required Job ID:
925062 Salt Lake City , Utah Job Type:
Contract Added - 02/09/24 #J-18808-Ljbffr Recommended Skills Active Directory Group Cisco Web Ex Citrix Systems Communication Curiosity Customer Service Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3s25x6bwfy5gg67lnz', 'ExternalApply-j3s25x6bwfy5gg67lnz'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
925062 Salt Lake City , Utah Job Type:
Contract Added - 02/09/24 Job DescriptionService Desk AnalystDuties:
This role requires 1 weekend a month availability6:
00AM to 2:
30PM9:
30AM to 6:
00PMWEEKEND Schedules - Monday/Tuesday and Saturday/Sunday - 4 days at 10 hours per day:
6:
00AM to 4:
30PM8:
30AM to 7:
00PMResponsibilitiesMust be client-focused with ability to provide white-glove treatment to clients.
Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
Address client requests and issues via phone or email.
Provide world class quality of service to clients throughout the resolution process.
Engage engineering teams and product owners to assist with troubleshooting as needed.
Perform 'cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
Maintain effective documentation by regularly reviewing and updating knowledgebase content.
Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
Be willing to learn and develop subject matter expertise in the systems and products to support, such as Messaging (Exchange, etc.
), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.
Skills:
Basic QualificationsMinimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
Solid technical knowledge, troubleshooting skills and support experience with the following:
ZoomMicrosoft Windows platform (Windows 7, 10)Windows desktop and server operating systemMicrosoft Active DirectoryMicrosoft OutlookGood understanding of the Microsoft Office products such as Word, Excel, and Power Point.
Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
Ability to perform Mobile OS (iOS/Android) application troubleshooting.
Team player mentality, collaborative, self-learner and self-motivated.
Good understanding of English and good communication skills is a must.
Strong customer service skills and focus on ownership throughout the resolution process.
Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
Preferred QualificationsThe use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.
Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years.
Education:
High School Diploma Required Job ID:
925062 Salt Lake City , Utah Job Type:
Contract Added - 02/09/24 #J-18808-Ljbffr Recommended Skills Active Directory Group Cisco Web Ex Citrix Systems Communication Curiosity Customer Service Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3s25x6bwfy5gg67lnz', 'ExternalApply-j3s25x6bwfy5gg67lnz'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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