IT Service Desk Analyst
: Job Details :

Roles & Responsibilities Engage the customer base through the detailed intake of calls into the service desk via multiple mediums (phone, email, walk-up, and self-service portal). Appropriately attempts to resolve immediately and where necessary escalate to the appropriate Service Team (ServiceDelivery, Production Support, etc).Mentor junior staff and assist in their development. Act as a point of escalation for issues.Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.Create/Review IT knowledge articles for end user support portal and play an active role in supporting the portal.Contact customers to gather all required data to facilitate resolution of customer issues/requests and maintain customer communication throughout the resolution process.Manage communications to the IT customer base regarding incidents/problems and outages when necessary. Experience 2 years experience Imaging, Configuring, Deploying, and Troubleshooting hardware (PC and iOS devices).3-5 years' Service Desk/Technical Support experience.1-2 years of junior management experience.Bachelor's Degree or equivalent experience.Experience with handling and proper routing of ITSM call tickets, call resolution, and transition of calls to the proper service area when appropriate.Fluent in speaking and writing in English (Multi-lingual Portuguese a plus). Qualifications Customer FocusedDetail OrientedHighly organizedOutgoingFlexible/AdaptableAble to communicate effectively (orally and written)Quality-driven and results oriented, ready to go above and beyond to deliver results.Able to work in a very fast-paced open environment. Job Types: Full-time, ContractPay: $25.00 per hourExpected hours: 40 per weekBenefits: 401(k) matchingLife insuranceRetirement plan Schedule: 8 hour shift Work Location: In person#J-18808-Ljbffr