Service Desk Analyst

Company: Stefanini
Location: Salt Lake City
Posted on: May 26, 2023

Job Description:

Stefanini is looking for Service Desk Analyst in Salt Lake City, UT For quick Apply, please reach out to Preeti Prabhakar- call: / email: Responsibilities: Must be client-focused with ability to provide white-glove treatment to our clients. Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible. Address client requests and issues via phone or email. Provide world class quality of service to our clients throughout the resolution process. Engage engineering teams and product owners to assist with troubleshooting as needed. Perform "cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved. Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc. Maintain effective documentation by regularly reviewing and updating knowledgebase content. Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions. Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others. Skills: Basic Qualifications: Minimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience. Solid technical knowledge, troubleshooting skills and support experience with the following: Zoom Microsoft Windows platform (Windows 7, 10) Networking, LAN, WAN, corporate enterprise domain infrastructure environment Windows desktop and server operating system Microsoft Active Directory Microsoft Outlook Good understanding of the Microsoft Office products such as Word, Excel, and Power Point. Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization. Ability to perform Mobile OS (iOS/Android) application troubleshooting. Team player mentality, collaborative, self-learner and self-motivated. Good understanding of English and good communication skills is a must. Strong customer service skills and focus on ownership throughout the resolution process. Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events. For our Asia language support team, hours of operation would match with region of support based on language spoken. Preferred Qualifications: The use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom. Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years. Education: High School Diploma Required Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives.

Keywords: Stefanini, Salt Lake City , Service Desk Analyst, Professions , Salt Lake City, Utah