Service Desk Analyst

AppleOne Technical Staffing; Town of Florida (NY); On-site; USD 42,000 - 66,000; Full time

Job summary

AppleOne Technical Staffing is seeking a Service Desk Analyst to be the primary liaison between field employees and the IT organization, delivering top-tier support for Company applications and infrastructure across North America.

You will troubleshoot issues within SLA timeframes, document solutions clearly, and communicate effectively with senior staff, including executives, while maintaining thorough knowledge of Company systems and processes.

Qualifications

• Experience with handling complex technical issues.
• Knowledge of IT related systems or applications.
• Experience in customer service-related roles.
• Understanding of ITIL practices and ServiceNow is beneficial.
• MS Office skills (Excel, PowerPoint, Word) is beneficial.

Responsibilities

• Support Company based applications and infrastructure for all North America.
• Analyze user needs, troubleshoot issues, and provide complete solutions.
• Communicate issues and opportunities to Service Desk leadership.
• Maintain working knowledge of IT systems and business applications within the Company portfolio.
• Provide accurate and detailed documentation for each solution.
• Respond to and resolve issues within SLA timeframes.
• Support incidents and requests from multiple channels (phone, email, self-service).
• Provide top-tier customer support for all Company users, including senior management.
• Ask probing questions to determine root causes quickly.
• Participate in user acceptance testing of new developments.
• Explain technical processes to end users clearly.
• Document all interactions with concise notes in each ticket.
• Educate users on new processes when enhancements are made.
• Assist the Service Desk Manager with daily metrics and reporting.

Skills

Customer service experience

Strong communication

Troubleshooting skills

IT knowledge

Tools

ServiceNow

MS Office

Job description

As a Service Desk Analyst, you will be the main liaison between our field employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will provide top-tier customer support, troubleshoot technical issues, support communication between relevant assignment groups, and be part of the single point of contact for all IT related issues.

Hours: 7am-4pm

Onsite near Bonita Springs, FL

Duties

• Support Company based applications and infrastructure for all North America
• Analyze user needs, facilitate support, and provide complete solutions whenever possible
• Communicate issues and opportunities to Service Desk leadership
• Maintain a high degree of working knowledge with all IT systems and business applications within the Company portfolio
• Provide accurate and correctly detailed documentation for each solution
• Respond to and resolve issues within Service Level Agreement timeframes
• Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment
• Provide top-tier customer support for all Company users, including Senior and C-Level management
• Be able to ask efficient probing questions and use working knowledge of Company systems to determine the root cause of any issue as quickly as possible
• Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments
• Explain highly technical processes or applications in a way that is understandable to the standard end user
• Document all parts of the interaction with concise and accurate notes in each ticket worked
• Educate users on new processes or procedures when new enhancements are made to field applications
• Assist the Service Desk Manager in daily metrics and reporting

Requirements

• Experience working with complex technical issues
• Knowledge of IT related systems or applications
• Experience in customer service-related roles
• Understanding of ITIL practices and ServiceNow is beneficial
• MS Office Skills (Excel, PowerPoint, Word) is beneficial