What are the responsibilities and job description for the Agentic Workplace Service Desk Analyst- Onsite position at Calance US?
We are hiring Agentic Workplace Service Desk Analyst- Onsite for a Contract position in denver, CO
JOB PURPOSE
We are seeking an Agentic Technology Service Desk Support Analyst to accelerate adoption of AI, automation and agentic technologies across the digital workplace. We are aiming to be the leaders in the agentic workplace space, and we have a very engaged workforce expecting us to deliver best-in-class tooling to leverage maximum value.
• This position is designed to support the user base in the US and assisting UK/NL, offering best in class Digital Workplace services.
• This position supports the day to day running of the company s Digital Workplace and the implementation of new IT systems and policies for end-users in the Central entities
• This position offers support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.
• This position will form an integral part of the internal face of IT and as well as the point of contact for the rest of the department: engineering, project teams, User Experience to provide guidance and knowledge transfer to allow the delivery of high-quality services to the business.
KEY ACCOUNTABILITIES
• Serve as the first point of contact for customers seeking technical assistance, responding to queries via chat, email, or phone and face to face interactions
• Perform remote troubleshooting through diagnostic techniques
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Run reports to analyses common complaints and problems, identify and suggest possible improvements on procedures
• Training other staff members on troubleshooting and diagnosing problems
• Executive Support
KNOWLEDGE & EXPERIENCE
ESSENTIAL SKILLS & ABILITIES:
• Sound understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Excellent IT skills and computer literacy
• Excellent organizational and collaboration skills
• Outstanding written and verbal communication skills
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• Strong interpersonal skills and ability to effectively communicate with users across the organization
• Knowledge of AI products and how they work and should be used Co-Pilot/Co-Work, Claude, Gemini, PowerApps / Power pages
• Excellent team player
• Knowledge and Skills in Microsoft Products, including but not exclusive to Intune (Windows/MAC/iOS/Android), Teams, Office 365, OneDrive, SharePoint Online, Exchange Online, MAM, MDM, Autopilot, Defender.
• Knowledge/Experience of Dynamics 365 / ITSM Ticketing platforms
• Knowledge/Experience of Microsoft Teams Room (MTR) hardware, configuring and supporting
• Knowledge of Papercut for Printing, troubleshooting, configuring and supporting.
• Knowledge of Kiteworks, BitLocker, Active Directory, Azure, MFA
• Learning, experimentation and continuous improvement.
• Exceptional problem-solving capability with a track record of resolving complex technical challenges that span multiple technologies, teams or domains.
• Previous experience of working in an IT support role
• Previous experience within a customer service role
Estimated Pay Range: 35-40/hr
JOB PURPOSE
We are seeking an Agentic Technology Service Desk Support Analyst to accelerate adoption of AI, automation and agentic technologies across the digital workplace. We are aiming to be the leaders in the agentic workplace space, and we have a very engaged workforce expecting us to deliver best-in-class tooling to leverage maximum value.
• This position is designed to support the user base in the US and assisting UK/NL, offering best in class Digital Workplace services.
• This position supports the day to day running of the company s Digital Workplace and the implementation of new IT systems and policies for end-users in the Central entities
• This position offers support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.
• This position will form an integral part of the internal face of IT and as well as the point of contact for the rest of the department: engineering, project teams, User Experience to provide guidance and knowledge transfer to allow the delivery of high-quality services to the business.
KEY ACCOUNTABILITIES
• Serve as the first point of contact for customers seeking technical assistance, responding to queries via chat, email, or phone and face to face interactions
• Perform remote troubleshooting through diagnostic techniques
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Run reports to analyses common complaints and problems, identify and suggest possible improvements on procedures
• Training other staff members on troubleshooting and diagnosing problems
• Executive Support
KNOWLEDGE & EXPERIENCE
ESSENTIAL SKILLS & ABILITIES:
• Sound understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Excellent IT skills and computer literacy
• Excellent organizational and collaboration skills
• Outstanding written and verbal communication skills
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• Strong interpersonal skills and ability to effectively communicate with users across the organization
• Knowledge of AI products and how they work and should be used Co-Pilot/Co-Work, Claude, Gemini, PowerApps / Power pages
• Excellent team player
• Knowledge and Skills in Microsoft Products, including but not exclusive to Intune (Windows/MAC/iOS/Android), Teams, Office 365, OneDrive, SharePoint Online, Exchange Online, MAM, MDM, Autopilot, Defender.
• Knowledge/Experience of Dynamics 365 / ITSM Ticketing platforms
• Knowledge/Experience of Microsoft Teams Room (MTR) hardware, configuring and supporting
• Knowledge of Papercut for Printing, troubleshooting, configuring and supporting.
• Knowledge of Kiteworks, BitLocker, Active Directory, Azure, MFA
• Learning, experimentation and continuous improvement.
• Exceptional problem-solving capability with a track record of resolving complex technical challenges that span multiple technologies, teams or domains.
• Previous experience of working in an IT support role
• Previous experience within a customer service role
Estimated Pay Range: 35-40/hr