Service Desk Analyst

Service desk analyst will work with local and global team to provide support for PC hardware / software, PC peripherals, Voice systems and business applications in Design Group.  

Applies understanding and knowledge of information systems products and services to assist internal users. This role requires comprehensive knowledge of the subject matter and the ability to identify process improvements.  This includes issue resolutions, knowledge sharing, pc repairs and pc builds.

 Education/Certifications:

• Any Bachelor’s degree in Engineering preferred BE (CSE, IT, ECE and EEE)

• CompTIA A+ Certification or a Microsoft MCP or MCSE or CCNA preferred

• Trained on Microsoft Office and Windows Operating Systems preferred.

Responsibilities:

• Display leadership and exceptional customer service with ability to help peers when needed.

• Accurately diagnose client requests and determine a course of action for resolution or escalation. 

• Utilize KACE to support service desk environment and opportunity to lead KACE system management. 

• Apply strong analytical skills to resolve issues. 

• Identify automation and self-service options for IT to provide to customers

• Using strong writing ability document and maintain IT knowledgebase. 

• Provide customer-focused, clear communication.

• Work with minimal supervision with effective organizational and collaboration skills.

• Provide new user IT orientation. 

• PC configuration/troubleshooting skills.

• Installation, Configuration and troubleshooting operating systems and business tools like AutoCAD, Solidworks, Rockwell tools kit etc.

• Ability to keep up with internal change and continuous improvement

Requirements:

• Ability to work with minimal supervision, effective organizational skills, and the ability to successfully execute multiple project responsibilities.

• 5-10 years of experience involving PC support in a corporate environment.   

• Excellent communication and interpersonal skills.

• Strong analytical skills

• PC configuration/troubleshooting skills

• Installation, Configuration and troubleshooting operating systems and business tools like AutoCAD, Solidworks, Rockwell tools kit etc.

• Networking knowledge LAN, WAN and IP addressing

• Willing and able to travel as necessary to support additional offices as required, or for training, industry related seminars, forums, or conventions, etc.