The Service Desk Analyst's role is to ensure proper equipment and software operation such that end users can accomplish their daily business tasks.

What You Will Be Doing:

• Field incoming help requests from end users via telephone, online support, and e-mail interactions in a courteous and professional manner.
• Clearly document all pertinent end user identification information, problem details, troubleshooting steps, and final resolution.
• Prioritize incoming trouble tickets and schedule investigation and resolution accordingly.
• Escalate problems (when required) to the appropriately experienced analyst.
• Apply appropriate diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution.
• Identify and learn appropriate software and hardware items used and supported by the organization.
• Test fixes to ensure a problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests whenever appropriate.
• Evaluate documented resolutions and analyze trends for ways to prevent future problem occurrences.
• Develop help sheets and other proactive documentation for end-users.

What You Bring to The Team:

Requirements:

• Bachelor’s degree or diploma in Information Technology, Computer Science or equivalent.
• 3 to 5 years of previous experience in a similar role.
• Knowledge of basic computer hardware and software; PC and macOS.
• Previous experience providing first-level systems support in a corporate environment.
• Experience with desktop and server operating systems, including but not limited to Microsoft Windows 10, Server 2016, 2019, Android, iOS, iPad OS, and macOS.
• Working knowledge of Office 365, Teams, and Active Directory
• Superior Troubleshooting and problem-solving skills.
• Superior command of written English with a demonstrated ability to produce quality documentation.
• Excellent communication & interpersonal skills.
• Keen attention to detail.
• Ability to conduct research into a wide range of computing/technical issues as required.
• Ability to present ideas in user-friendly “low-tech” language.

Assets:

• Prior experience with a ticket tracking solution.
• CompTIA A+ and ITIL Foundation certification preferred

Working Hours:

• Mon - Friday 3PM - 11 PM or 4 PM - 12 AM CET