Service Desk Analyst

Tulsa, OK

Industry: IT (Information Technology) Job Number: 4739

What is the position:

The Service Desk Analyst will provide support for internal users in the company using excellent customer service skills.

What will you do:

  • Receive and record customer problems/requests/issues and capture necessary documentation 
  • Perform problem identification and attempt to resolve, then assign to next level as necessary
  • Monitor and track incident queue with the goal of timely addressing customer requests (ServiceNow)
  • Perform follow up on incidents with customer to ensure customer satisfaction
  • Maintain current knowledge of end-user computing hardware and software
  • Utilize Active Directory to unlock accounts, add security/distribution groups, and updating personal information.
  • Serve as a liaison between the business and technical support staff

What are the requirements:

  • Associates Degree in Management Information Systems or related degrees or related years of experience
  • Experience with MS Office 2013-2016 and Office365
  • Experience with Active Directory
  • Experience with HP Laptops, HP desktops, and MS Surface Pro
  • Experience troubleshooting printers
  • Experience troubleshooting iOS/Android wireless devices
  • Experience with ServiceNow or related ticketing systems
  • Strong analytical and problem solving skills coupled with great attention to detail
  • Broad knowledge of end-user computing technologies
  • Ability to work with a team
  • Strong written and verbal communication skills

You would be really happy working here if:

  • You can be counted on in crucial times, possessing great focus while completing projects successfully and efficiently.
  • You are left-brained and understand that the devil’s in the details, proactively seeking them out and understanding how they contribute to the whole of a project.

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