Service Desk Analyst
2 weeks ago
Join Movement8 as a Service Desk Analyst and be part of a dynamic team that provides exceptional customer service to our employees, field teams, and clients. As a Service Desk Analyst, you will be the first point of contact for our customers, handling incidents and service requests in a timely and efficient manner.
Key Responsibilities:
- Provide excellent customer service via phone, email, and in-person interactions
- Log and resolve incidents and service requests in a timely manner
- Take ownership of incidents and service requests, escalating them to the appropriate team when necessary
- Install, configure, and maintain hardware and software across a range of devices and applications
- Provision and manage user accounts and permissions, including onboarding and off-boarding staff
- Configure new accounts and provision new hardware
- Ensure our IT knowledge base is kept up to date with information gained from resolving incidents and service requests
- Provide hands-on support for our customers onsite based on a weekly rota
- Maintain personal development, striving to learn new skills and technologies to bring innovation and automation to better processes and procedures
Requirements:
- Demonstrable experience in effective troubleshooting of the Windows operating system
- Demonstrable experience in communicating effectively via phone, email, and in-person
- Experience in providing excellent customer service in high-growth, changing environments, demonstrating adaptability and resilience to deal with ambiguity and technical complexity
- Ability to prioritize and manage multiple tasks simultaneously
- Working knowledge of Microsoft Azure, Active Directory, Exchange, and Office 365
- Demonstrable knowledge of IT Service Management frameworks (ITIL, COBIT)
Desirable:
- Demonstrable experience in troubleshooting database and data issues
- Demonstrable experience in effective application troubleshooting skills (web, thick client, mobile, API, SAAS)
- Demonstrable experience with Microsoft Dynamics
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