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Description
Looking for a new opportunity? Apply for this Help Desk Analyst II role with a growing company. We encourage any applicants who fit the description of a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position could certainly have duties including creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you can handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users, this job might be for you. It is also required for this Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. This includes understanding Incident, Problem, Change Management and other processes. If you understand how these processes work together to provide superior support and high availability of our business, you will have an edge over the competition. Analysts may be asked to cover alternative shifts when needed.How you will make an impact- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.- 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- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues- If you can facilitate user account management by handling onboarding, change and departure processes, you'll do well in this job- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory Requirements - Basic Troubleshooting experience- Troubleshoot experience- Inbound Telephone Calls experience preferred- Service Desk Tickets experience- Deep understanding of customer service- Capable of working independently with minimal oversight- Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity- Background in one or more programming or scripting language - This position will be best given to a person with ITIL certification- Interested candidates should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware- Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment - It is preferred for applicants to have a combination of superior customer service skills and technical aptitude- Excellent verbal, written, and social communication skills - This position requires technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems 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.Questions? Call your local office at Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.© 2022 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!