Service Desk Analyst

Cyber Advisors is looking to add a Service Desk Analyst to our team. Cyber Advisors provides employees opportunities for growth and learning while servicing a dynamic customer base. Our customers depend on us as their technology consultants and you will be expected to play a major role in our growth and success. You will also build your own skill set as you are exposed to many different types of applications, environments, and platforms. We believe a healthy work-life balance is paramount to the success of our team.

Overview

The Service Desk Analyst role will function as rapid response and resolution role that focuses on quick resolution of common Tier 1-level issues along with routing higher level issues to appropriate teams. The SD Analyst role will field incoming requests from clients via live calls, voicemail, and email. As part of fielding these requests the SD Analyst will gather detailed information and review each issue to determine appropriate action based on provided guidelines. An ideal Service Desk Analyst candidate possesses strong technical intuition, has a desire to create a amazing client experiences and grow their performance and technical skillset.

Essential Support Functions:

• Field incoming requests from end users via telephone and e-mail (through the ticketing system) in a professional and courteous manner.
• Prioritize and work tickets, escalating to the appropriate client or internal team as needed while following contractual guidelines where available.
• Document all pertinent end user identification information including name, department, contact information, and nature of problem or issue.
• Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
• Apply diagnostic utilities to aid in troubleshooting.
• Help to create and maintain up-to-date documentation of existing and new client systems and environments.
• Provide basic network support for client workstations.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Additional Service Desk Analyst Functions:

• Create a great experience for Cyber Advisors’ clients using technical skillset, excellent listening skills, and empathy.
• Engage with your teammates consistently throughout the day.
• Attend and participate in weekly department meetings.
• Help clients to better understand the systems that they are using by providing helpful tips and training where possible.
• Actively look for opportunities to grow your technical skillsets through training and certifications.

Required Experience/Education:

• Experience working in an IT Support function or an Associate-level degree in related field.
• Possess Microsoft Support or other relevant industry-standard certifications (preferred)
• Experience working with and troubleshooting desktop operating systems including Microsoft Windows (required) and Apple MacOS (preferred).
• Experience troubleshooting Microsoft Office products (required) and Office 365 services (preferred).
• Basic troubleshooting experience with Windows networking functions as well as networking appliances and devices such as modems, routers, and switches.

Knowledge, Skills & Abilities:

• Working knowledge of a range of diagnostic utilities.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Excellent written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation for both internal and external customers.
• Experience working in a team-oriented, collaborative environment.