IT Service Desk Analyst

Job Title: IT Service Desk Analyst

Location: Minneapolis, MN 55426

Duration: 05 Months

Shift: Tuesday - Thursday | 8am - 4pm

Position Overview:

• The IT Service Desk (solveIT) team is part of our Global Shared Services Organization which provides global business and employee services to the enterprise. Through strategic partnerships, we enable our business to win and our employees to maximize their full potential.
• The IT Service Desk Analyst provides primarily in-person level 1 IT support for employees in a fast-paced, dynamic environment with a focus on service excellence. Our goal is to deliver a superior customer experience through innovative solutions and technical expertise with a customer first mindset.

Key Accountabilities:

• Provide technical troubleshooting support to employees at all levels of the organization at our WHQ locations for laptop hardware, software and AV equipment in conference rooms
• Conduct assessment, research and resolution of incidents and service requests
• Provide exceptional customer service
• Identify and lead process improvement initiatives to enhance customer experience and operations
• Monitor and handle escalations from external service provider
• Updating SOPs and other service documentation with current practices and procedures
• Deliver on key performance metrics to drive quality service

Minimum Qualifications:

• High school diploma or equivalent
• Minimum 1 year of experience in providing technology support
• Founational support knowledge of Microsoft OS: Windows 11, Microsoft Office Suite, VPN, network, hardware, peripherals, cyber security
• Customer first mindset
• Strong verbal and written communication skills
• Ability to organize in an efficient manner and flexibility to adapt to changing work demands
• Ability to work as an individual contributor and as part of a team
• Ability to work cross functionally and influence process improvement to reduce/eliminate technical disruptions and improve customer experience

Preferred Qualifications:

• Associate’s degree or IT learning accreditation/certificate