Service Desk Analyst
Homewood, ALJobSeen 2 days agoSeen in employer's feed 2 days ago
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Job overview
The Service Desk Analyst supports tier-one issues for a client’s enterprise service desk, working with end users through chat, email, and phone to understand and troubleshoot technical problems. The analyst escalates issues to tier-two teams and field teams as needed, uses ServiceNow to manage and document tickets, and contributes to knowledge-base updates, root-cause analysis, and process improvements.
Skills & qualifications
Skills
Qualifications
Full job description
Job Description
An employer is looking for a Service Desk Analyst in the Detroit, MI area. You will be tasked with supporting tier one issues for the client’s enterprise service desk. You will partner closely with end users via chat, email and phone to understand any technical issues they are experiencing and troubleshoot accordingly. Issues could include network connectivity, O365 issues, hardware problems, password resets, etc. You will partner with tier 2 teams as needed for escalations and field teams for any onsite related issues. You will utilize ServiceNow for ticketing and document each incident accordingly to provide necessary updates. Additional tasks will include updating knowledge-base articles, identify trends/ root cause analysis for persistent issues, and aid with process improvements when needed.
Skills and Requirements
2-3+ years experience in service desk/ help desk roles Well versed in Windows OS and MacOS troubleshooting Strong software/ hardware support experience Experience with remote support tools- NinjaOne, TeamViewer, or equivalent Experience with ServiceNow for ticketing (Or other ITSM platforms) Basic networking support/ troubleshooting knowledge Strong multi-tasking skills (Managing 15-20 tickets at a time) Veterinary practice software exposure OneLogin/ Okta/ Entra identify- platform experience Citrix IT support certifications
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].
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