Service Desk Analyst 1

Overview

The IT Service Desk Analyst provides 24x7 network, hardware, and software support for various user communities which include: retail stores both owned and independent customer of MDI services, multiple warehouses and corporate office environments. Analyst will perform basic troubleshooting and resolution or escalations of issues regarding retail point of sale, retail wireless devices, corporate and retail application issues, voice and data networking, mainframe issues, proprietary applications, mobile devices, desktop devices and peripheral and Microsoft Office 365 applications and active directory.

** In office role - Hickory, NC 

** 3 12-hour shifts and 1 6-hour shift Wednesday - Saturday 

Responsibilities

1 Field Incoming Help and Service Requests: Service Desk Analyst is to handle incoming queries and help requests from end users, over the phone, via email, chat or web portal in a fast and friendly manner. 2. Resolve IT Support Requests - If possible, Service Desk Analyst 1 resolves user's basic technical issues as they arrive. This can involve remote management of devices, walking a user through steps to resolved his issue, recommending documented resolution or determining an escalation path with assistance from peers. 3. Follow Up with Customers- responsible for following up with customers to provide status for ongoing issues and after resolution to ensure the issue was resolved to the customers satisfaction. 4. Maintain Service Records - Throughout the user support process, analysts maintain accurate detailed records of all user interaction and troubleshooting steps via the ITSM platform. 5. Monitor System Processes - Monitoring and maintaining operation of business processes. Service Desk Analyst are expected to maintain accurate work records associate degree in Computer Science or equivalent work experience, 1-2 years preferred and event logs. Follows prescribed protocol for handling documented situations. 6. Work in a fast-paced environment, able to adapt and grow with new responsibilities and technology as required to meet the business needs. Position will participate in afterhours on call rotation and may be required to work a flexible schedule which may include 3rd shift, holidays and weekends.

Qualifications

Requires basic technical and computer skills and a capacity to learn new technology, associate degree in Computer Science or equivalent work experience, 1-2 years preferred. Must demonstrate basic level of problem-solving, conflict management, time management and communications skills both written and verbal. Effective in working with all levels of both internal users and external customers in a patient, friendly and professional manner.