Service Desk Analyst

Hi

Hope you are doing well !!

Currently, we have an opening for a Service Desk Analyst for our direct client in Thornton, CO. The position details are given below. If you are interested, you can email me or call me.

Job Details:

Job ID: 14293

Title: Service Desk Analyst

Duration: Full Time Position

Location: Thornton, CO

The Service Desk Team is a highly collaborative customer-facing team that provides excellent customer service through ticket response, resolution and routing. The successful candidate must demonstrate a highly collaborative solution-oriented approach and be able to work in a team of highly technical peers while addressing a range of challenges, from individual user issues to systemic problems. Excellent customer service skills are required throughout all interactions with staff and the community.

Typical activities involve:

• Serving as a friendly, knowledgeable and approachable first point of contact for customers experiencing technology challenges.
• Providing a high quality experience for customers, so that they know their issues are being addressed, and quickly.
• Monitoring and processing Service Desk ticket requests via phone, ITSM, email and walk-up.
• Resolving common tier 1 and 2 tickets including password resets, basic desktop support, and other tasks that can be resolved using remote tools without escalating to other experts.
• Assigning tickets to various teams and experts across our department, for more complicated or specialized issues.
• Creating, contributing and improving documentation related to district processes and technologies.
• Learning a wide range of technologies used by the District at a fast pace,maintaining a strong skill set through self-study, cross training, and other available learning resources.

• The ideal candidate has 5-7 years of experience with customer support/service work in technology settings.
• Previous experience with business process support, a demonstrated ability and experience with picking up diverse skill sets, and experience with improving notes and documentation, are essential.
• Excellent attention to detail, and a demonstrated ability to delight the customer are preferred.
• It is critical that candidates be prepared to work alongside a lean technology team to serve our customers across our 50+ school buildings.
• The IT department at client services a network of over 50 sites (mostly schools) connected with high speed fiber networks. Staff use primarily Windows systems, Macintosh, and ChromeOS’s that are centrally managed by fleet management servers, whereas students use primarily Chromebooks.
• Looking for analysts who exhibit a genuine desire to learn and grow, and are extremely good team players and customer-centric. We pride ourselves on excellence in customer service and have very high customer satisfaction ratings as a team and department.
• This is an excellent opportunity for candidates who desire to be part of a new Service Desk team and to help shape the processes and culture that will be developed. We are looking for self-starters who want to learn and grow in their careers.
• We are currently in the process of running large projects to upgrade our mobile device fleet (40,000+ devices), edge networks (switches and wireless), and are in the final stages of VoIP and dark fiber projects. This is a very forward looking IT department that is constantly innovating and reinventing education through technology on a large-scale. Our Service Desk plays a key role in supporting staff and students as new technology is rolled out.