Help Desk 2

TALENT Software Services; California; On-site; USD 52,000 - 75,000; Full time

Job summary

TALENT Software Services is seeking a Service Desk Support Analyst to deliver customer-excellence-focused IT support. You will handle remote user issues, perform diagnostics, and provide end-user training across software and in-house tools in a fast-paced environment.

The role reports to the IT Supervisor, requires 1–2 years in a service desk, and experience with Active Directory, MS Exchange, Azure, and Office 365. Strong customer service skills are essential.

Qualifications

• 1–2 years of prior Service Desk experience in a high-volume IVR based call center preferred.
• Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, ServiceNow.
• Basic knowledge and troubleshooting of Microsoft Office 365 applications.
• MAC experience would be preferred but not required.

Responsibilities

• Provide remote support to users with technical problems and IT issues via telephone and chat.
• Diagnostics and troubleshooting of computers, network services, and peripherals for local and remote users.
• End-user support and general training in various software packages and in-house developed software.
• Provide ticket status updates and metric reports to management.
• Develop, document, implement, and audit SOPs and customer service guidelines for remote IT support.
• Increase production standards and CSAT goals.
• Assist with knowledge article creation.
• Be SME for critical business functions/services.
• Other duties as assigned.

Skills

Customer Service

Active Directory/MS Exchange

Windows 11

Education

Associate degree or equivalent experience

Tools

Azure

ServiceNow

Microsoft Exchange Admin Console

Job description

Day to Day Responsibilities

At the IT Service Desk, we deliver Customer Excellence Focused Support to our end users by leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role, you will be responsible for the remote support to users with technical problems and information technology issues involving computers and network services in an advanced network environment. Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services, and related peripherals to local and remote access users. Provides end-user support and general training in various software packages and in-house developed software. Provides ticket status updates and metric reports to management. Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to Service Desk IT support.

Your Role

The IT Service Desk we deliver Customer Excellence Focused Support to our end users by leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role, you will be responsible for the remote support to users with technical problems and information technology issues involving computers and network services in an advanced network environment. Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services, and related peripherals to local and remote access users. Provides end-user support and general training in the use of various software packages and in-house developed software. Provides ticket status updates and metric reports to management. Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to Service Desk IT support. Able to function independently and produce results that meet standards of quality, timeliness, and accountability. Minimal supervision and general direction. Performs work that is varied and moderately complex. Implements designs or approaches developed by others following knowledgebase procedures. Ability encompasses broad knowledge of concepts, practices, and procedures within a particular field of specialization.

Your Work

• Provide subject matter expertise, thought leadership, guidance, best practice, and support across security and governance risk management functions.
• Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services, and related peripherals to local and remote access users.
• Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software.
• Provides case status updates and metric reports to management.
• Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to remote IT support.
• Increased production standards.
• Increased CSAT goals.
• Assist with knowledge article creation.
• SME for critical business function/services.
• Other duties as assigned.

Preferred Qualifications And Experience

• Associate degree or equivalent experience preferred.
• 1 - 2 years of prior Service Desk experience in a high volume IVR based call center preferred.
• Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, Service Now.
• Basic knowledge and troubleshooting of Microsoft Office 365 applications.
• MAC experience would be preferred but not required.

Required Skills (top 3 non-negotiables):

• Customer Service
• Active Directory/MS Exchange
• Windows 11

Preferred Skills (nice to have):

• MAC OS Support