Job Description:
Location: Boston, MA
Salary: Competitive Market Rate
Description: Our client is currently seeking a Service Desk Analyst
The Service Desk Analyst provides customer support, service and technical support through analysis and problem resolution to enable installation, maintenance, education, implementation and documentation of a variety of software and hardware technologies using remote communication tools or over-the-phone support model. This individual must be able to perform help desk activities in a high volume and fast paced environment. The SDA will be responsible for performing daily help desk activities such as answering Automated Call Distribution (ACD) support calls, Zendesk ticket creation and the thorough documentation of all worked issues. The SDA will be responsible for keeping support tickets up-to-date and driving them to closure while ensuring availability in the ACD support line.
This job will have the following responsibilities:
- Provide technical support to employees in all locations, using Windows and MacOS laptops and desktops, iPad tablets, Microsoft Office application suite, cloud based and internal applications
- Provide phone and email support to employees in all locations, provide walk-up, and onsite support for Boston office employees
- Manage work intake by opening, working, or assigning tickets using current ticketing system
- Manage group and individually assigned tickets per published SLA metrics
- Ensure all new hires have the appropriate equipment they need, and all terminated employees turn in their equipment back
- Participate in a rotating shift schedule to provide extended phone and email coverage
- Assist in fulfilling all hardware and software purchasing requests in a timely, cost-efficient manner
- Conduct team and department presentations during internal training classes
- Monitor and resolve service issues within published SLAs
- 2+ years of relevant troubleshooting experience with hardware and software customer services
- Possess proficiency with Windows desktop operating systems and Microsoft Office tools, including Word, Excel, PowerPoint, Access, Project, and Visio
- Experience managing users and computers in Active Directory
- Knowledge of support tools, ticketing systems and ITIL standards
- Knowledge and experience in troubleshooting IT, e.g., desktop devices, computer hardware, software, audio & visual systems, mobile devices, office equipment, networking, etc.
- Occasional travel (< 10%) to local sites
- Occasional night and/or weekend work
Contact: rdarai@judge.com
This job and many more are available through The Judge Group. Find us on the web at www.judge.com
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