Service Desk Analyst

What this Job Entails:

The Service Desk Specialist I will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.

Scope:

• Applies company policies and procedures to resolve routine issues
• Works on problems of limited scope
• Receives detailed instructions

Your Roles and Responsibilities:

• Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
• Help maintain equipment inventory, including processing RMAs and ordering new equipment.
• Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
• Helps to monitor, update and maintain tickets in a defined ticketing system.
• Assists with responding to tickets, contact users and plan workload.
• Update, track and escalate the ticket to appropriate levels/group for resolution as required.
• Sign-off on closed tickets with the user to include follow up specifically to the end user.
• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
• Help support access to corporate network/wireless and applications both on the network as well as over VPN.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
• Builds stable working relationships internally
• Follows standard practice and procedures when analyzing situations or data
• Ability to work independently with minimal supervision
• Excellent coordination skills and a team player
• Ability to identify issues and escalate as needed
• Excellent written and oral communication skills
• Strong interpersonal and customer service skills
• Knowledgeable about hardware, software, and network troubleshooting
• Understanding of software application use and installation
• Ability to resolve technical issues under pressure

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers