Service Desk Analyst

Receive, log, analyze, and resolve customer requests for Information System services through various communication channels Provide Tier 1 customer support by directly responding to service requests Assign calls to appropriate support groups or individuals Monitor processes and the status of various systems Maintain accurate information in Help Desk system databases Develop and maintain process resolution documentation, flow sheets, and procedural references Independently exercise sound judgment and initiative across varied circumstances Interpret equipment status indicators to determine appropriate operating conditions Read technical manuals and documentation to determine correct actions and safety precautions No lead or supervisory responsibilities Requirements Required: Associate's Degree in Computer Sciences Preferred: High School Diploma or Equivalent Preferred: 1–3 years of end-user support experience Preferred: 1–3 years of technical support call center or help desk experience Preferred: Microsoft Certified Technology Specialist certification Knowledge of a wide range of hardware equipment and software applications Comprehensive understanding of Information Systems and support-group functions Information Technology support expertise commensurate with education/training Ability to operate and troubleshoot computer operating systems, applications, and system management software tools Ability to read and understand technical manuals and documentation Accurate typing while simultaneously conversing with customers by telephone Verbal and written communication ability Customer-oriented and professional demeanor Good balance and coordination Ability to meet light-work physical requirements, including exerting up to 25 lbs. occasionally and/or up to 10 lbs. frequently Close visual acuity for data analysis, transcription, computer-terminal viewing, and extensive reading Core Competencies Demonstrates expertise in Information Systems support, including customer service, technical troubleshooting, and documentation management. Proficient in operating systems and applications, with strong communication skills to effectively assist end-users. Highest-signal resume keywords Information Systems Support Expertise Customer Support Experience Technical Support Call Center Experience Microsoft Certified Technology Specialist Ability to Troubleshoot Operating Systems ATS Optimization Keywords Hard Skills Technical Support End-User Support Troubleshooting Documentation Management Information Systems Knowledge Operating Systems Proficiency Software Applications Knowledge Help Desk System Management Data Analysis Typing Accuracy Soft Skills Verbal Communication Written Communication Customer-Oriented Demeanor Professionalism Judgment and Initiative Certifications & Qualifications Microsoft Certified Technology Specialist Industry Keywords Customer Support Technical Support Call Center Information Technology Hardware Equipment Knowledge Software Applications Knowledge Tools & Technologies Help Desk System System Management Software #J-18808-Ljbffr