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

Preferred Qualifications: 

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