Service Desk Analyst

Job Description

• Provide responsive, timely and high-quality support and excellent customer service experience Retail store owners, boutiques, and corporate employees regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
• Research, resolve, and respond to complex questions received phone calls, emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms, or technology

Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.

• Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops, as well as weekly Team training sessions.
• Utilize ITSM ticketing system (such as ServiceNow, ZenDesk) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.
• Participate in team projects that enhance the quality or efficiency of Service Desk service.
• Accurate troubleshooting notes, multi-tasking - documenting and troubleshooting simultaneously

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Required Skills & Experience

• 2 4-year technical degree OR equivalent in work experience as a Service Desk Analyst (1-2 years)
• For Tier 2 roles : 2 4-year technical degree OR equivalent in work experience as a Service Desk Analyst (3-4+ years)
• Proven expertise with positive customer service skills and communication skills
• Experience with ACD systems, such as any of the following : Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
• Experience with ITSM / Ticketing systems, such as any of the following : BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
• Demonstrated support of enterprise environments, including :

o Hands-on and / or remote Break / Fix support of desktop and laptop computing equipment and peripherals

o Hands-on and / or remote Break / Fix support of POS Systems (retail environment), Ticket printers, Zebra Printers, and local network printers.

o Support of RFID / RED technology, handheld scanners, and sonar inventory devices with full understanding on how this technology works.

o Support of Microsoft Windows 10 Operating System

o Support of MS O365 provisioned accounts

o Support of mobile devices such as iPads, iPhones, Surface Devices, etc.

o Password Reset, Account Unlock, etc.

o Support of MacBook devices and MacOS

o Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.

o Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust, etc.

Nice to Have Skills & Experience

• Prior experience working within a retail support environment including front and back store support, is a strong plus.
• Knowledge of applications, personal operating systems and / or languages preferred.
• Bachelor of Science in a technical discipline or equivalent experience in related industry also preferred.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and / or other paid time off as provided by applicable law.