Service Desk Analyst

Job Description

Job Description

Service Desk Analyst (On-site in Southfield, MI)

Jumpstart your career in the dynamic Legal / IT sector with K2 Services as a Service Desk Analyst!

We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.

K2 prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team.

Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract.

The position comes with a full array of benefits, health insurance and matching 401k, and many more perks. In office, we also have a break room stocked with complimentary snacks and beverages as well as weekly catered meals and regular events in-office!

This opportunity is on-site at our office located in Southfield, MI. Training will be on-site the first 2 weeks MON - FRI 9 : 00 am to 5 : 30 pm EST for everyone.

• We are looking for After Hours candidates (2nd Shift / Weekends)
• We offer Competitive Pay with Shift Differential during After Hour shifts.
• In-office work expectation Weekdays, but hybrid work on Weekends.

The Service Desk Analyst provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools.

This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills.

Essential Duties and Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue.
• Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members.
• Maintain a regular and reliable level of attendance.

Knowledge Skills and Abilities

• High School Diploma or equivalent.
• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst’s success.
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Always display the utmost professionalism with team members as well as end-users. · Ability to function well in a high-paced and at times stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and / or provide successful alternative methods until a permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer / technical issues through remote control tools while asking pertinent questions.
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.

Requirements

Prolonged periods of sitting at a desk and working on a computer

Will require Intune Mobile Device Management software installed on a personal device(s)

K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER Diversity and inclusion matter to us here at K2 Services Associates. We celebrate our differences and advocate an environment where everyone feels included.

We are proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status.

Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.

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