SarasotaFLRecruiter Since 2001
the smart solution for Sarasota jobs

Service Desk Analyst

Company: Computer Aid
Location: Sarasota
Posted on: May 3, 2021

Job Description:

Job Profile Summary

We are looking for a customer service oriented Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. A Service Desk Analyst is responsible for providing help desk support to our customers applying technical knowledge and customer service skills. The goal is to make sure that customer value is maintained to the standards set forth by the customer.

Duties & Responsibilities

  • ITIL Incident management and ITIL Problem management identification
  • First call resolutions when possible
  • Open and close tickets daily
  • Provide coverage in any area that client is responsible for as needed
  • Manage and work technical and administrative queues from the Desk or in the Field
  • Able to work autonomously, but in support of the team objectives
  • Adhere to all policies and procedures (ex. Service Catalog, security policies and specifications)
  • Log all incidents, customer requests and work performed in the service ticketing system
  • Arrange for technical support where problems cannot or should be resolved at your level
  • Regular contributions to the Knowledge Base
  • Lead all customer management situations, be proactive on communications and escalations
  • Provide excellence in customer service satisfaction
  • Keep management apprised of any relevant events or risks
  • Your top priority is accuracy and consistency--especially during peak volume or rush situations

Qualifications

Experience/Education Required

  • High School diploma or equivalent
  • 1-2 years minimum experience in a Service Desk or technical support role
  • 1+ years customer service experience

Skills Required

  • PC expertise (Windows, SCCM for Microsoft AD)
  • Troubleshooting and problem solving
  • IT Support in an enterprise environment
  • All current office technologies, and proactively researches new ones
  • Type >40 words per minute with accuracy
  • Customer management
  • Interpersonal skills via Telephone, email, and IM
  • Able to take ownership through to resolution
  • Active listening
  • Conflict management
  • Strong documentation skills

Skills Preferred

  • CompTIA A+ Certification

Other Requirements

  • Valid driver's license; local travel to remote offices within the county is occasionally required in order to perform functions and attend staff meetings.
  • Organized with attention to detail and accuracy
  • Strong work ethic and ability to work in teams
  • Able to work any shift from 7:00am to 5:00pm M-F plus overtime as needed
  • Participate in on-call support role rotation for a minimum of a 15-day period each quarter
  • Participate in EOC as needed
  • Cross Train with Service Desk queues every 6 months and work in the Field >=2+ weeks per year

Physical Demands

  • Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
  • Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
  • The Position while in the field will have to do some moderate lifting of equipment up to 25 lbs and spend time standing, kneeling, sitting, and walking.
  • Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

If you are interested in this position, please apply using the "Apply " option. If you have questions, or would like to speak with a Recruiter directly, send an email to the contact person below and note the job identification number in the subject line.

Dave Dunkelberger

Recruiter

David.Dunkelberger@cai.io

www.cai.io

Keywords: Computer Aid, Sarasota , Service Desk Analyst, Other , Sarasota, Florida

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Log In or Create An Account

Get the latest Florida jobs by following @recnetFL on Twitter!

Sarasota RSS job feeds