Job Overview:
We are seeking a highly capable Service Desk Analyst who will be responsible for inbound calls and tickets from Cortavo’s managed services customers. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The Service Desk Analyst will spend the majority of their day performing remote support and composing knowledge base articles, while working from our Marietta, GA location. The ideal candidate will take an empathetic approach when communicating with customers, and relay technical questions and solutioning in a patient, polished, and professional manner.
This position reports directly to the Service Desk Manager.
Responsibilities:
Assist Cortavo end users with various desktop support related questions, such as setting up Outlook, OneDrive, access via Remote Desktop, printer configurations, internet issues, networking questions, and other Level 1-2 support issues
Engage with initial calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs
Ticket maintenance, you will typically spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action
Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (Autotask, Salesforce, monday.com)
Follow up with and ensure that tickets are being completed in a timely manner, work with escalation team members to ensure tickets are being completed
Train with the Engineering department as well as Service Desk Analyst peers to improve skills and knowledge. Work with them on more complex issues as time allows
Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services
Required Skills & Qualifications:
Associates or Bachelors degree in progress
3 years IT service desk experience
3 years of customer service experience over the phone and email
Experience with service desk ticketing systems (Autotask)
General knowledge of Microsoft 365
General knowledge of Windows 10/11
Proficiency in Microsoft Office Suite and Microsoft Teams
Proficiency in Google Suite, particularly Gmail and Google Docs
General knowledge of network devices (switches, firewalls, etc)
Strong written and verbal communication skills; empathetic customer service approach
Excellent organizational, time management, and multitasking capabilities
Ability to work after hours on-call rotation
Preferred Qualifications:
Bachelors degree
Managed Service Provider experience
Microsoft Certifications, particularly Microsoft 365 Certified: Enterprise Administrator Expert and Exam MD-102: Endpoint Administrator
Familiarity with IT hardware, software, and managed services technology
Estimated Usage of Time
75% - Service Desk Support (~30 hours/week)
20% - Knowledge Base Documentation (~8 hours/week)
5% - Professional Development and Certifications (~2 hours/week)
Work Environment
Competitive salary, as well as employer, contributed health benefits
Unlimited paid time off
Marietta, GA office location
Access to a Company cell phone plan
A seat on an energetic team that collaborates and pushes each other to be better
A fast-paced but cooperative environment with endless potential for growth
Celebration events for team and Company successes throughout the year