We are looking for a Service Desk Analyst to provide exceptional remote and desk side assistance.

Responsibilities

• Responsible for providing initial support to employees via phone, email and desk side.
• Conduct advanced troubleshooting of hardware and software problems.
• Identify persistent problems and recurring failures in the environment and drive them to resolution by working with the appropriate IT teams and product owners.
• Document all incidents, service requests and problems in ServiceNow ITSM tool.
• Document troubleshooting steps, hardware specifications and/or software versions prior to escalating incidents to reduce duplication of efforts by other IT teams.
• Perform post-resolution follow-ups to incidents and requests.
• Identify Knowledge articles and frequently asked questions for end users and internal IT.
• Other duties as assigned

Qualifications:

• 3 to 5 years’ experience in Desktop Support
• Advance experience with MS Outlook/Exchange
• Advance experience with Active Directory Users and Computers
• In TCP/IP, DNS, DHCP
• MS Windows 10 and Mac OS X operating systems
• Must be comfortable providing high level desktop/application support to VIPs and executives
• Must have a strong verbal, written and visual presentation skills
• Exhibit a passion for details, solving problems, simplicity and quality
• Knowledge of ServiceNow or equivalent ITSM system
• Knowledge of ITIL framework; ITIL Foundations or Practitioner certification
• PowerShell scripting