Service Desk Analyst

Position Summary: As a Service Desk Analyst, you will be the main liaison between our employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will troubleshoot application, mobile and computer problems, perform hardware and software diagnostics, and will implement or coordinate needed repairs via phone, chat, or email. Document user's support issues through our internal tracking system which includes opening, updating, escalating, resolving, and closing support tickets following the current internal end-user Service Level Agreement to ensure a timely resolution. Responsibilities Support proprietary applications and infrastructure for all North America Analyze user needs, facilitate support, and provide complete solutions whenever possible Communicate issues and opportunities to Service Desk leadership Maintain a high degree of working knowledge with all IT system and business applications within the company portfolio Provide accurate and correctly detailed documentation for each solution Respond to and resolve issues within Service Level Agreement timeframes Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment to provide first-level technical support. Provide top-tier customer support for all users, including Senior and C-Level management Be able to ask efficient probing questions and use working knowledge of systems to determine the root cause of any issue as quickly as possible Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments Professional Experience 2+ years' experience in Help desk Support or equivalent field Be experienced in supporting desktop operating systems such as Windows 7/8/10 Expert knowledge of Microsoft Office suite of applications Proficient in mobile technology e.g. IOS and Android devices Experience providing phone and remote support for users Experience working with complex technical issues Knowledge around IT related systems or applications Experience in customer service-related roles Understanding of ITIL practices and ServiceNow MS Office Skills (Excel, PowerPoint, Word) Education Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience Preferred Skills Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently Application Support Service Delivery (Service Management) knowledge Excellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized manner Self-Starter; be able to work independently and get work done Strong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to be a team player Strong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard application Equal Opportunity Employer / Disabled / Protected Veterans The Know Your Rights poster is available here: The pay transparency policy is available here: For temporary assignments lasting 13 weeks or longer, AppleOne Technical is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team. AppleOne Technical participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. #J-18808-Ljbffr