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Description
Looking for a new opportunity? You might find the Help Desk Analyst position at this growing company to be perfect for you. Candidates for this position should keep in mind that we are looking for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. If you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services, this Service Desk Analyst job might be for you. You might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. If chosen, you'll be handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is also required for this Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. You should also understand Incident, Problem, Change Management and other processes. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. As an Analyst, you may be asked to cover alternative shifts when needed.What you get to do every single day- Provide guidance to Tier 1 support and team members- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- If you can facilitate user account management by handling onboarding, change and departure processes, you'll do well in this job Requirements - You'll be a good fit for this position if you have a combination of superior customer service skills and technical aptitude- Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction - We especially are looking for candidates with ITIL certification- Working knowledge in one or more programming or scripting language- Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity- Basic Troubleshooting experience preferred- Well-founded grasp of Remote Desktop Support- Application support experience- Proven knowledge of End-User Support- Comprehensive knowledge of Desktop Support- Strong familiarity with Basic Troubleshooting- Application Installations experience- Ability to multitask and meet deadlines- 2+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Must be able to work independently with minimal supervision - You'll be a good fit for this position if you have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems- Excellent oral and written communication skills Technology Doesn't Change the World, People Do.®Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.© 2023 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.Vacancy expired!