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Description
Looking for a new opportunity? Apply for this growing company's Help Desk Analyst position. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills - and you enjoy a fast-paced team-driven environment - we invite you to apply. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. We need you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. It is also important for you to understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. It is also important for you to understand Incident, Problem, Change Management and other processes. Candidates should also be aware of how these processes work together to provide superior support and high availability of our business. You should be prepared to cover alternative shifts when needed.
How you will make an impact
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
- Provide guidance to Tier 1 support and team members
- This job is important because it must facilitate user account management. This includes onboarding, change and departure processes
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
Requirements
- It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
- ITIL certification is a big plus for this job
- Ability to multitask and attention to detail are critical
- Candidates who have a combination of superior customer service skills and technical aptitude will be preferred
- Excellent written, verbal and social communication skills highly desired
- Possess skill set to successfully analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement
- Microsoft Excel experience preferred
- Deep understanding of Macros
- Excel Formulas experience
- Ticketing System experience
- Conditional Formatting experience preferred
- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Background in one or more programming or scripting language
- Ability to work independently with minimal oversight
Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.
Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.
When you work with us, you're working with the best. Robert Half has been recognized as one of FORTUNE's "Most Admired Companies" every year since 1998 and was named to Forbes' inaugural list of America's Best Temporary Staffing Firms.
Questions? Call your local office at All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.
2020 Robert Half Technology. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (www.roberthalf.com/terms-of-use).
