Service Desk Analyst

Service Desk Analyst

GavinHeath is partnering with a client in Dayton, OH looking to add a Service Desk Analyst to their team. The role is a long term contract position. This role will be working 4 x 10 shifts, Thursday - Sunday 5am - 3:30pm or 6am - 4:30pm. The Service Desk Analyst is a member of the Global IT Service Desk Team that supports all employees and contractors in corporate, retail stores, and distribution centers providing day-to-day End User support including warehouse floor, hardware and peripheral, and general service desk assistance.

This role is the first point of contact for users needing assistance. The analyst will respond to incidents and requests reported by users, delivering the highest level of customer service.

Must possess strong interpersonal attributes, a collaborative mindset, good judgment, clear communication skills, and the desire to help others.

Responsibilities:

• Provide superior Customer Service and IT Support
• Field tickets, support calls, chats, and emails from users inquiring about software, hardware, connectivity, or similar issues.
• Follow all established support procedures and participate in the creation of new procedures for the team and end users.
• Provide accurate, timely, and creative solutions to end-users
• Escalate more complex problems to higher level support staff.
• Troubleshoot and provide support of retail and operations systems

Personal Traits:

• Highly motivated self-starter with a "Sense of Urgency"
• Prioritize and execute multiple initiatives in a collaborative and fast-paced environment
• Maintain high level of confidentiality

Customer Service Skills:

• Empathy for the customer
• Problem-solving
• Clear communication

IT Basics Knowledge:

• PC hardware, software, and peripherals
• Networking technologies (VPN/VLAN/WIFI)
• Active Directory

Minimum Experience:

• 1-3 years of Service Desk experience and Technology Support experience.

GavinHeath is an equal opportunity employer. GavinHeath will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, creed, ancestry, genetic information, or any other status protected under applicable federal, state, or local laws.