IT Service Desk Analysts

Maven is hiring for Remote IT Service Desk Analysts that will provide Tier 1 IT support to inquiries made through the Service Desk. Production support includes: network, security, internally developed applications, and corporate systems and employees.

Job Responsibilities:

·      Providing exceptional service and solutions through to users of our customers IT Service Desk; working directly with users in a friendly, helpful way, including reaching out to them for resolution, building trust, and educating them in a way that addresses trends; and regional users are completely satisfied with IT support services

·      Answering inbound help desk calls, tickets and emails from corporate users, and resolving the majority of technical issues from the playbook

·      Supporting enterprise production support process for reporting, evaluating, resolving incidents

·      Leveraging Salesforce as a ticketing tool

·      Reviewing tools, calls, and reports to define trends of issues that can be resolved with people, process or systems

·      Reporting on metrics like call volume, call types, technical talk time

·      Contributing to improving the help desk process, and reducing trends to drive down overall incident volume

·      Serving as liaison to various departments within to provide assistance and access to information, or systems, when issues arise

·      Complete daily help desk checklist summarizing handoff tickets, policies and settlements

·      Lead specialists may also act as manager on call.

Requirements:

·      Strong customer service, organization, and communication skills

·      Strong process management skills

·      Ability to understand software, hardware, telephony and connectivity

·      Ability to acquire data

·      Ability to multi-task

·      Ability to focus on objectives while being detail-oriented

·      Ability to work independently

·      Strong problem-solving skills

·      Ability to work effectively with colleagues

·      Ability to listen effectively and communicate with candor and honesty

·      1-2 years in IT Support (Service Desk preferred and/or Deskside experience

·      Experience in supporting multi-site and/or supporting or deploying systems preferred

·      Experience using Service Desk ticketing system to track incidents/requests

·      Experience win Medium/large support environments

·      Certifications such as A+, HDI, ITIL, Network +, Microsoft certs helpful but required