Service Desk Analyst Job at Trustpoint One
Description
Trustpoint One is pleased to be partnered with an industry leader in their search for an experienced Service Desk Analyst!
Position Details
- On-site role based in Columbia, SC
- Direct permanent role
- Must have the ability to be on call and some evenings and weekends
Position responsibilities
- 1-2 years of work experience in computer software and hardware troubleshooting
- Certification: Microsoft Office Specialist Trained (MOS) and Network+ preferred
- Able to read and understand technical manuals, procedural documentation, and OEM guides
- Strong written and oral communication skills
- Self-motivated and able to work independently
- Able to interact well in a team environment
- Able to prioritize and execute tasks in a high-pressure environment
- Experience working in a law firm environment
- Personable and confident
- Flexible, courteous and professional attitude
- Strong customer service skills
- Ability to work independently
- Strong analytical skills
Responsibilities include:
- Field incoming service requests from end users via both telephone and e-mail in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
- Build rapport and elicit problem details from service desk customers
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organization
- Test fixes to ensure problem has been adequately resolved
- Perform post-resolution follow-up to service requests
- If necessary, liaise with third-party support and equipment vendors
- Check out loaner equipment when reserved by end users
- Be aware of and follow standard operating procedures and policies for the Technology Department and Firm
- Perform other duties as directed by the Service Desk Manager or Senior Service Desk Analyst
- Working with manager to update internal documentation, responsibilities, and change management
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