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Description Looking for a new opportunity? Your next position might be this growing company's Help Desk Analyst role in the Retail field! You should apply today if you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. We need a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. This job requires you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. You should also know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. If you understand Incident, Problem, Change Management and other processes, you will have an edge over the competition. We also need the chosen candidate for this position to know how these processes work together to provide superior support and high availability of our business. There is a chance that you could cover alternative shifts when needed.Your responsibilities
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
Provide guidance to Tier 1 support and team members
The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
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
Requirements
Must be able to work independently with minimal supervision
Candidates who have a combination of superior customer service skills and technical aptitude will be preferred
We really want someone with ITIL certification for this job
Strong communication and social skills and able to receive criticism well
Candidates who have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred
One or more programming or scripting language skills required
Be able to prioritize workload and perform in a fast-paced and challenging environment
3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
Okta experience
Experience with Microsoft Office 365
Knowledge of Active Directory
ServiceNow Platform experience
Servicenow Application experience preferred
Critical thinking, problem solving, ability to work independently
Complex problem solving skills are a must. Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
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 works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .
