Service Desk Analyst

As a Service Desk Analyst, you will be the main liaison between our field employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will provide top-tier customer support, troubleshoot technical issues, support communication between relevant assignment groups, and be part of the single point of contact for all IT related issues.

Hours: 7am-4pm

Onsite near Bonita Springs, FL

Duties:

• Support Company based applications and infrastructure for all North America

• Analyze user needs, facilitate support, and provide complete solutions whenever possible

• Communicate issues and opportunities to Service Desk leadership

• Maintain a high degree of working knowledge with all IT systems and business applications within the Company portfolio

• Provide accurate and correctly detailed documentation for each solution

• Respond to and resolve issues within Service Level Agreement timeframes

• Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment

• Provide top-tier customer support for all Company users, including Senior and C-Level management

• Be able to ask efficient probing questions and use working knowledge of Company systems to determine the root cause of any issue as quickly as possible

• Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments

• Explain highly technical processes or applications in a way that is understandable to the standard end user

• Document all parts of the interaction with concise and accurate notes in each ticket worked

• Educate users on new processes or procedures when new enhancements are made to field applications

• Assist the Service Desk Manager in daily metrics and reporting

Requirements:

• Experience working with complex technical issues

• Knowledge of IT related systems or applications

• Experience in customer service-related roles

• Understanding of ITIL practices and ServiceNow is beneficial

• MS Office Skills (Excel, PowerPoint, Word) is beneficial