Service Desk Analyst L1

Job Purpose:

Entry-level IT Service Desk Analyst serves as an analyst working in Superior’s service desk and providing Level 1 Support Team objectives to customers via remote connection. Their primary focus is providing end-user support of customer technology and addressing customer IT incidents.

Duties

• Understand Service Desk L1 Support Team objectives, as well as the role and function of internal team members.

• Respond to all incidents and service requests for our customer base.

• Attempt to address end-user incidents within 30 minutes.

• Escalate >30-minute incidents, IT problems, and service request to the appropriate internal team.

• Provide remote assistance and control services for supported end-user workstations (Windows, Mac), smart devices (iPhone, Android), etc.

• On occasion, provide project support assistance, remotely or onsite at customer location, with direction from Superior management or project engineers.

• Provide incident and problem ticket reviews and reporting to the Service Desk Coordinator as required.

• Maintain high positive client and user satisfaction and relationships.

• Collaborate with internal IT teams and/or customers in a timely manner.

• Leverage IT service management (ticketing) workflow tools for incident and service request handling, tracking, and reporting.

• Conduct thorough checking and self-checking of information and documentation.

• Maintain technology files and keep documentation accurate and in good order.

• Enter all customer (and internal) efforts through daily time entries.

Qualifications

• Appropriate Driver’s License based on primary job role location - (must work in-office at Superior).

• Tertiary qualifications in Computer Science/Information Technology or equivalent.

• Computer-related industry certifications.

• Position open only to US Persons (US citizen or green card holders)

Experience/Skill Level Required

• Bachelor's Degree in Computer Science or related field preferred.

• 1+ years of IT service desk experience supporting clients over telephone/in-person preferred.

• Understanding of Foundational Networks (IP Addressing, Subnetting, DNS, DHCP, etc.) preferred.

• Advanced understanding of operating systems, business applications, printing systems, and network systems preferred.

Aptitude & Interpersonal Skills

• Strong communication (written and verbal) and interpersonal skills such as: telephone skills, communication skills, active listening, and customer-care.

• Ability to work in a team and communicate effectively.

• Ability to multi-task and adapt to changes quickly.

• Technical awareness: the ability to match resources to technical issues appropriately.

• Understand support tools, techniques, and how technology is used to provide services.

• Typing skills to ensure quick and accurate entry of service request details.

• Self-motivated with the ability to work in a fast-moving environment.

• Strong problem-solving and self-learning skills.

• Show initiative when undertaking tasks.

• High degree of confidentiality and punctuality.

• Ability to take, interpret, and follow instructions.

• Customer service orientation.

• Committed towards undertaking duties efficiently with a strong attention to detail.

• Professional personal presentation.

• Awareness of and ability to work in accordance with Company Policies and Procedures.

Key Performance Indicators (KPIs)

• All work hours (40 hours) must be recorded per week.

• 70%+ of same day response on all reactive tickets (incidents/problems), assessed on quarterly basis.

• Accurate and detailed documentation.

• Client and staff satisfaction.

• Satisfactory achievement of ongoing targets, goals, and objectives as set by Superior Management.

• Following of instructions and completion of tasks in a timely, accurate, and efficient manner which meet the requirements of the company, client, and required regulatory standards.

Opportunities for Growth and Career Advancement

• This position exposes people new to IT to a vast amount of IT technologies, service areas, and business experiences. At 3-months and 1-year from hire date, the staff member will be assessed for review and pending review findings may request to be considered for available internal open positions.