Gentis Solutions is seeking a Service Desk Analyst. he Service Desk Analyst is responsible for providing a single point of contact for all IT related user inquiries and issues.
Required Skills:
- Commitment to greet customers warmly and be an excellent listener
- Possess good logic and reasoning skills
- Understand ITIL concepts
- Experience supporting Mac operating system in an enterprise environment
- Experience leveraging Microsoft SCCM
- Experience with Helpdesk software i.e. ServiceNow
- Experience supporting large Windows-based environments to desktop level with emphasis on Windows 10 OS / Office 2016
- Advanced knowledge of Microsoft Office suite of applications
- 3+ years’ experience providing technical support in a fast paced and constantly changing environment
- Excellent customer service and communication skills.
- Working knowledge and understanding of LAN/WAN networks
- Technical aptitude and an openness for ongoing learning
Preferred Skills:
- Experience supporting Forcepoint
- Experience supporting Jamf Pro
- Experience supporting Cisco End point video conferencing units
Position Duties:
- Build and deploy Windows machines using Microsoft Systems Center Configuration Manager
- Build and deploy Mac OS systems, leveraging Jamf Pro
- Assist customers in moving their IT equipment
- Resolve problems and change consumables for Lexmark multi-function devices and printers.
- Coverage of Support Bar and/or Service Desk. The Service Desk Lead will be coordinate coverage to ensure customer service.
- Provide 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, AV and telecommunication equipment.
- Provides initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion.
- Assist in the development of Service-Now functionality and extending the Service catalog and FAQs. Continually train new Service Desk Analysts on problem resolution.
- Ensure calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times. Display elevated working standards ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.
- Respond to satisfaction surveys and look for improvement opportunities.
- Proactively monitor the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate. Work with the team to ensure all documentation and the CMDB is kept up to date at all times.
- Review weekly changes ensure proper association between recurring incidents and change activities.
- Proven team player dedicated to providing positive, highest level customer service experience at all times
- Have a strong work ethic, be committed to customer service
Gentis Solutions offers excellent compensation and benefits including: higher wages than regional averages, full health, dental, vision, 401K, and two weeks of paid time off in year one.