Help Desk Analyst

Profile

Help Desk Analyst
The candidate will provide exceptional customer service. Provide phone support while maintaining a phone availability status of 85% or higher. Provide high level application, desktop and telecom software and hardware support with the expectation of immediate solutions for end user issues. Document end user issues/requests utilizing the IT Service Desk service management application. Provide end-user hardware, software, and telecommunications desk-side system support. Work in conjunction with entire support staff in the successful completion of all Service Desk related projects. Work toward team standards in relation to the current Service Level Objectives. Provide identification/resolution for IT Infrastructure and desktop issues. Furnish reports, information and/or documentation as directed by management. Retain ownership of all issues/requests assigned until closure with end user agreement. Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades. Compile/Document/Distribute new troubleshooting techniques when it would benefit the team. Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required. Computer imaging as needed and directed by IT. Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Service Desk processes. Perform additional tasks as directed by management. 2 years of Help Desk experience required. Excellent knowledge of MS Windows operating systems required. Experience with MAC OS is a plus. Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint and Outlook required. Hardware proficiency (Windows/Mac) required. General understanding of Incident Management and IT ticket systems required. Experience with Service-Now is a plus. Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills required. Law firm experience a plus. Associates Degree or equivalent work experience of 2 to 4 years required.

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