1 Service Desk Analyst Job in Esterville, IA
Solutions Management Group is Hiring a Service Desk Analyst Near Esterville, IA
Job Description
Company History:
To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born.
Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, DocuWare, Print Audit, Papercut.
While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service is trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. We help our clients discover the best practices to approach their problems.
We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.
Job Responsibilities
The Service Desk Analyst will provide phone, remote & email based, first level technical support to staff and faculty for the Iowa Lakes Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.
Job Functions
*Provides excellent customer service to all Iowa Lakes Community College staff
* Answers incoming phone calls promptly and professionally within established Service Level Agreement using Automatic Call Distribution
*Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently
*Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues
*Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications
*Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided
*Works closely with all areas of the Technology Services department to ensure consistent customer support
*Maintains First Call Resolution requirements within established Service Level Agreements
*Ensures accurate and prompt management of escalated or unresolved issues
* Maintains confidentiality for students, faculty and staff profiles
*Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
*Displays a positive, friendly and respectful attitude towards customers and co-workers
* Possesses strong organizational skills and high attention to detail
* Other duties as assigned by management
Job Qualifications
*Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
*Associates Degree or Certificate/Diploma in computer science or related field
*Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016
Preferred Education/Experience
*Basic Active Directory Administration experience
*Experience with ITIL methodology
*Experience supporting Higher Education staff and faculty
*Experience supporting end users utilizing Macintosh operating systems
*Experience supporting end users utilizing educational/presentation technology peripherals
*Experience supporting end users utilizing Microsoft SharePoint
Benefits
* Health, Dental and Vision insurance
*STD/LTD Insurance
*Section 125 Flex Spending Account
* 401(K) Retirement Plan
* Vacation Pay
* Paid Time Off
*Holiday Pay
*Employee Assistance Program
Solutions Management Group is an Equal Opportunity Employer
Job Summary
Full Time
Business Services
$47k-59k (estimate)
02/29/2024
04/28/2024
solutionsmgmt.net
Tampa, FL
<25
Business Services
Related Companies
The job skills required for Service Desk Analyst include Troubleshooting, Customer Service, Technical Support, Service Desk, Active Directory, Operating System, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Analyst positions, which can be used as a reference in future career path planning. As a Service Desk Analyst, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Analyst. You can explore the career advancement for a Service Desk Analyst below and select your interested title to get hiring information.
If you are interested in becoming a Service Desk Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Desk Analyst for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Desk Analyst job description and responsibilities
Service desk analysts must perform multiple functions effectively and simultaneously.
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Service desk analysts must also maintain support tracking systems.
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Service desk analysts provide technical support to customers and employees.
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Service desk tools are software that enable the service desk analysts to operate more efficiently and effectively.
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A service desk analyst spends the majority of the day performing remote support.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Desk Analyst jobs
Service desk analysts often use Microsoft Office applications such as Word and Excel, but they can also benefit from specific service desk software like Zen desk, HEAT, Fresh Service or Track IT.
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Customer service skills are the backbone of a successful business.
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Step 3: View the best colleges and universities for Service Desk Analyst.
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