Service Desk Analyst
Wilson Language Training - Oxford, MA

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Opportunity for additional Service Desk Analyst position

Service Desk Analyst provides Tier I and Tier II support to customers with hardware, software, and application problems. The Service Desk is the single point of contact for Wilson Language Training employees regarding Information Technology needs, requests and communications. The Service Desk Analyst is responsible for support needs for all Information Technology services and ensures that all incidents are service requests are resolved as quickly and as cost effectively as possible. The Service Desk Analyst works directly with employees and customers through phone, e-mail, ticket system, and in person. The Service Desk Analyst identifies, researches, and resolves support requests. The Service Desk Analyst relies on established policies and procedures to perform many functions of the job.

Essential Job Functions:

  • Deliver a balance of superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and requests
  • Analyze incident and service request data to improve the quality of products and services, and increase the efficiency and effectiveness of services delivered
  • Ensure all internal systems and client environments are operational through the use of network/system monitoring
  • Learn about and support a wide range of computing technologies, such as hardware (computers, laptops, phones, tablets, and printers), audio/visual equipment, software, operating systems, databases, applications and networks
  • Accurate incident documentation and tracking
  • Promotes and support self-help tools used by all customers
  • Professional work ethic with the ability to meet commitments and deadlines and take ownership of problems
  • Performs regularly scheduled maintenance on printers, fax machines, and scanners
  • Provides assistance to other Information Technology employees as needed including large IT projects, tasks and system upgrades
  • Independently sets up and configures new user workstations with minimal instruction and supervision, accurately inventory new/existing equipment
  • Creates, maintains and tests computer images for company computers and laptops
  • Follows mandatory company policies to ensure the highest levels of network security
  • Follows up on existing issues to ensure satisfactory and timely resolution
  • Ensures Service Desk Policies and Processes are adhered, to improve customer confidence and satisfaction, e.g. response time, documentation management, and technical standards
  • Assist with purchasing by obtaining, purchasing, and documenting quotes
  • Creates and maintains technical documentation, presentation material and knowledge base articles
  • Increase IT efficiency by making recommendations to current processes and policies
  • Ability to coordinate and communicate effectively with other Information Technology employees, other departments, and business partners to maintain high service levels
  • Able to understand and demonstrate Wilson’s culture.
  • Other duties as assigned

Minimum Requirements:

  • Proficiency with computer hardware and desktop software
  • Proficiency with computer troubleshooting, analysis, critical thinking and problem solving skills
  • Ability to learn multiple programs and systems
  • Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations
  • Ability to work with external vendors for support and service
  • Ability to effectively communicate via telephone and email
  • Knowledge of networking configurations, installation, and maintenance
  • Knowledge of all current versions of Microsoft Windows and Microsoft Office
  • Professional and effective presentation skills
  • Ability to quickly adapt to advancing technologies and procedural changes
  • Ability to work independently or in a team environment
  • Attention to detail and good organization skills are critical
  • Familiarity commonly used concepts, practices, and procedures within the Information Technology field

Travel:

  • Less than 5% travel is expected

Education:

  • Associates Degree related to Information Technology field preferred
  • A+ Certification or MCITP Certification preferred
  • High school diploma or GED required

Experience:

  • Minimum 2 years recent experience in the Information Technology field
  • Help Desk experience in a Windows Environment required
  • Experience providing Macintosh support a plus
  • Active Directory Experience a plus

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V

No third party calls or Staffing Agencies please.


Indeed - 5 months ago - save job - block
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About this company
Wilson Language Training® is dedicated to providing educators with the resources they need to help their students become fluent,...