13 days old

IT Service Desk Analyst

Saint Paul, MN 55122
  • Job Code
    575228

Essential Duties and Responsibilities:



Position: IT Service Desk Analyst


Defined as, a technician who is responsible for answering customer calls to the IT Service Desk. Documenting incident information into client's incident management system, diagnosing, and resolving the customer incident remotely.



General Environment:


The IT Service Desk Analyst provides support services to internal users and contractors as well as external users (the client's customers). This includes supporting a wide range of hardware, networks, servers and internal/external software through various organizations within the company. This may include but is not limited to the following:




  • 1st level support of all inbound calls
  • Accurate and detailed logging, ticketing, and tracking of all incidents in the clients Incident management system
  • Accurate, timely, and professional resolution for all supported issues
  • Timely and professional follow up on all calls/tickets
  • Quick identification and control of high priority issues
  • Accurate escalation of tickets per departmental procedures
  • Efficient and accurate resolution of all assigned tickets



Essential Duties and Responsibilities:


Provide IT Service Desk support between the hours of 6:00 a.m. to 8:00 p.m. CT, Monday through Friday, and from 10:00 a.m. to 6:00 p.m. CT on Saturday, that includes: initial problem determination, diagnostics and capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups, internal and external service level management and problem notification to the customer management




  • Serves as the single point of contact to the customer's end users for information technology-related issues, problems and requests



Perform IT Service Desk services as follows:




  • Unlocking user accounts
  • Resetting applicable system passwords
  • Supporting any and all knowledge documents provided by the customer
  • Troubleshooting customer's issues pertaining to the provided knowledge documents.
  • Other duties as directed by Team leads or Service Delivery Managers.




Handling basic "how-to's" for:




  • Windows operating systems
  • Microsoft Office (Outlook, Word, Excel, PowerPoint, Access, OneNote)
  • Microsoft Visio
  • Microsoft Project
  • Microsoft SharePoint
  • Adobe Acrobat
  • VPN Client Internet Explorer
  • Identity and Access Management System
  • Personal computing devices as listed above
  • Network routers for home use
  • Escalate to appropriate IT support staff, if a problem cannot be resolved on first contact
  • Perform related duties as assigned by supervisor
  • Maintain compliance with all company policies and procedures



Education and/or Work Experience Requirements:



Required Knowledge:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.




  • Working knowledge of Windows operating systems, XP, 7/10
  • Working knowledge of Microsoft Office, e.g. Word, Excel, Outlook, Access, Power Point, Lync
  • Working knowledge of Internet technology
  • Working knowledge of various printers


Technical proficiency in the areas of:




  • Hardware/Software
  • Network/Remote Access technology
  • Account administration
  • Wireless networking technology
  • Minimum 1-2 years recent IT Service Desk experience
  • Some formal college education



Required Business and Personal Skills:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.



Communication Skills:




  • Give very clear written and verbal support to all customers
  • Read and interpret a variety of instructions
  • Have professional speaking voice on the phone
  • Effectively deliver clear messages
  • Write professional documents involving all types of correspondence, e.g. memorandums, letters, e-mails, etc.
  • Communicate information to appropriate persons
  • Reasoning Ability
  • Patience; have effective interpersonal skills; assertiveness as well as diplomacy and the ability to determine when each is required
  • Prioritize all tasks, projects, job duties and responsibilities in a very fast paced work environment
  • Work effectively under pressure
  • Set personal deadlines
  • Utilize effective time management skills



Analytical and Problem solving Skills:




  • Excellent questioning skills as well as the ability to identify, isolate and communicate problems from and to all levels of customer base and staff
  • Provide problem solving solutions over the phone while imputing the information into an Incident management system



Learning Skills:




  • Enthusiastic approach towards learning new systems and software packages
  • Capability of mastering basic knowledge and skills to perform job duties
  • Capability to continue to learn all new and upcoming networking features and software packages
  • Willingness to implement change



Professional Skills:




  • Prioritize tasks given a set of deadlines and deliverables
  • Work as a member of a support staff team
  • Deliver requests from various sources especially in regards to a supervisor(s)



Language Skills:




  • Solid knowledge of the English language, both verbal and written



Preferred Skills:




  • Help Desk Institute ("HDI") and/or other relevant certifications
  • Familiarity with Information Technology Infrastructure Library ("ITIL")
  • Customer Service training
  • A.S./A.A. degree in a computer-related field of study or equivalent experience
  • Incident Management system skills



Categories

  • Information Technology

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IT Service Desk Analyst

Randstad Technologies
Saint Paul, MN 55122

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IT Service Desk Analyst

Randstad Technologies
Saint Paul, MN
US

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