Service Desk Analyst

Job Description:

We are seeking a skilled and motivated Service Desk Analyst to join our Enterprise Technology team. This hybrid role requires a minimum of three days in the office per week. The ideal candidate will possess excellent communication and organizational skills, with a proven track record in a service desk support role. If you are adept at working from a ticket queue, documenting issues comprehensively, and performing triage and research on complex technology issues, we encourage you to apply!

Key Responsibilities:

• Provide primary support for internal customers, ensuring efficient and effective resolution of issues.
• Manage and prioritize service desk tickets, ensuring timely responses and resolutions.
• Serve as an initial point of support for business applications before escalating tickets to external vendors if needed.
• Document issues thoroughly and maintain detailed records of problems and solutions.
• Collaborate with outside vendors and other Enterprise Technology team members to escalate and resolve complex issues.
• Assist in the development and maintenance of support documentation and knowledge base articles.
• Contribute to continuous improvement initiatives within the service desk function.

Qualifications:

• At least 2 years of proven experience in a technology support role.
• Proficiency in working from a ticket queue, with the ability to manage multiple priorities.
• Strong communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
• Excellent organizational skills, with a keen attention to detail.
• Familiarity with fundamental IT triage and research techniques.
• Ability to work both independently and collaboratively in a hybrid work environment.
• Experience supporting applications in an insurance or similar industry is a plus.

Preferred Skills and Certifications:

• Experience working in an environment that utilizes the Agile project methodology.
• Demonstrated technical knowledge through the achievement of certifications such as the CompTIA A+, Security+, or Network+.
• Working knowledge of the ITIL service management framework, including Change and Configuration Management.
• Experience with enterprise technology systems and applications such as Microsoft Hyper-V, Microsoft Active Directory, Group Policy Objects (GPOs), Microsoft Intune, Office 365, SharePoint Online, OneDrive, and Exchange Online.

Education:

• A degree in Information Technology, Computer Science, or a related field is preferred.