IT Service Desk Analyst

IT Service Desk Analyst

Location: Corporate Office, Irvine CA

FSE Status: Non-exempt

Department: Information Technology (IT)

Manager: IT Service Desk Manager

Primary Purpose of Position:

The IT Service Desk Analyst is responsible for the delivery of customer facing technology support services. This position will participate on a team charged with delivering high quality technical service desk support to its franchisees and customers.

The role will require a focus on service management and high-quality customer service to our end user community. This includes timely response to customer inquiry and requests, as well as on time delivery for standard IT Service Desk functions and services. Most of the IT Service Desk Analyst’s time will be spent resolving issues for their end users.

Essential Responsibilities and Duties:

This positionrequires a capable IT Service Desk Analyst to help provide Application Support, working with the application design and development team. The core responsibilities of the IT Service Desk Analyst will be required.

· Interact with end users in a highly responsive way to understand their inputs/ challenges, provide user support on the applications.

· Resolve queries/ issues that have been prior-analyzed and solved, or are data related.

· Document issues with analysis of the issues to aid in remediation.

· Categorize and group tickets based on the action/ solution required.

· Escalate and track to closure the tickets that require inputs/ efforts by development and/or operations teams.

· Work with the Business Analysts/ Developers/ QA analysts to continuously improve responsiveness and timely closure of tickets; generate new Q&As for use by other team members who provide technical support to end users.

· Continually seek and consider innovative solutions to business problems and apply as relevant in support of the organization’s mission, culture, and philosophy. Develop best practices and drive the process of creative thinking and solutions.

· Strong customer skills. Ability to develop and maintain a high level of trust and confidence with end users.

· Ability to troubleshoot over the phone/email/in person.

Over time, this position can develop a supervisory component for a deservingcandidate.

Qualifications

· Minimum 3+ years’ experience required in a help desk support or related position.

· Experience providing technical support of custom web applications to external users.

· Proficiency in Salesforce or ticketing systems such as Jira, ServiceNow or similar tools

· Strong knowledge of Windows OS required.

• Advanced level of proficiency with MS Outlook, Project, Visio, Excel, PowerPoint, and SharePoint.

· Experience with Windows Active Directory

· Microsoft Certified Technology Specialist certification is a plus.

· Experience working with and managing Apple products.

· Experience working with and managing Android devices.

· Experience using MDM tools is a plus.

· Solid understanding of the Help Desk ITIL processes and best practices

· Ability to understand complete application systems, the business context, user context, and end-user mentality.

· Strong problem-solving, troubleshooting, and analytical skills

· Excellent customer service skills

· Must be flexible to work on one of these shift timings: 5 AM – 2 PM | 7 AM – 4 PM | 8 AM – 5 PM

Other qualities required for this position are:

· Excellent communication and ability to perceive the requirements and motivations of the user community being served, and the strengths and weaknesses of the internal systems.

• Ability to exercise patience and professionalism during challenging situations.

· Structured and disciplined adherence to processes

· Ability to innovate and seek continuous improvement.

Job Type: Full-time

Pay: $16.00 - $60.00 per hour

Benefits:

• 401(k)


• 401(k) matching


• Dental insurance


• Employee assistance program


• Flexible spending account


• Health insurance


• Health savings account


• Life insurance


• Paid time off


• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Irvine, CA 92612: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 3 years (Required)


• Windows: 5 years (Preferred)

Work Location: One location