MSP Service Desk Analyst II

Overview

We are seeking a highly capable Service Desk Analyst II who will be responsible for inbound calls and tickets from Cortavo's managed services customers. We are also looking for at least one year of experience in a Manage Service Provider (MSP).

This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The Service Desk Analyst will spend the majority of their day performing remote support and composing knowledge base articles, while working from our Marietta, GA location.

The ideal candidate will take an empathetic approach when communicating with customers, and relay technical questions and solutioning in a patient, polished, and professional manner.

This position reports directly to the Service Desk Manager.

Responsibilities

• Assist Cortavo end users with various desktop support related questions, such as setting up Outlook, OneDrive, access via Remote Desktop, printer configurations, internet issues, networking questions, and other Level 1-2 support issues
• Assist end users with macOS related support, including software troubleshooting, account setup, and peripheral compatibility.
• Engage with initial calls and / or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs
• Ticket maintenance, typically reviewing existing tickets, closing appropriate cases, following up with users, and setting reminders for future action
• Maintain consistent ticket closure volume, aiming to close 80+ tickets weekly while ensuring service quality and customer satisfaction
• Maintain customer information records, including gathering information about that customer and ensuring information is up to date in applicable systems (Autotask, Salesforce, monday.com)
• Follow up to ensure tickets are completed in a timely manner; work with escalation team members to ensure tickets are completed
• Train with the Engineering department as well as Service Desk Analyst peers to improve skills and knowledge; work with them on more complex issues as time allows
• Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases

Required Skills & Qualifications

Preferred Qualifications

Estimated Usage of Time

Location & Perks

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology, Analyst, and Writing / Editing

Industries

IT Services and IT Consulting

J-18808-Ljbffr