Duration: 12+ Months
Tax Term: W2
Location: Beaverton, OR
Role & Responsibilities:
The Global Service Desk Analyst will be responsible for the effective delivery of first level IT support to internal corporate employees and contractors via web, email, and telephone. The primary objective of the Global Service Desk is to rapidly resolve user technology issues, provision IT services, and resolve 60-80% of all incoming requests. The Global Service Desk is comprised of teams in multiple locations and staffed by a mix of junior and senior support analysts.
Provide excellent customer service and diffuse heightened end-user sensitivity
Demonstrate strong customer focus and ability to communicate with multiple levels of the organization.
Ability to communicate technical information to both technical and non-technical personnel.
Resolve user issues submitted via ticketing system, phone, email, or chat
Uses troubleshooting skills and experience to resolve many issues immediately
Escalate unresolved customer issues and recommend documented solutions and/or temporary alternative procedures to users
Track all requests using case management application.
Satisfactorily complete a minimum number of tickets/period based upon group standards while maintaining satisfactory customer feedback.
Creation, management, and termination of user accounts in Active Directory
Contribute to the departments knowledge base through research, projects, and documentation
Actively participate in ongoing training of peers and onboarding of new team members
Identify and recommend efficiency and workflow improvements to management
Execute IT policies with confidence and understanding of both the letter and the spirit of the policy
Work independently on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Normally follows established procedures on routine work, requires instructions only on new assignments.
This position requires an outgoing person with excellent communications skills who enjoys helping people and working in a team environment.
Generally requires a Bachelors degree in business or a technical field plus 2-3 years experience in customer service or technical support. Strong research and problem solving abilities are required.
Must have current knowledge of PC, Mac, and mobile device (iPhone/iPad, etc.) hardware/software and general technology trends. Must have excellent verbal and written communication skills.
Windows and Macintosh troubleshooting; wireless device (iPhone, iPad, BlackBerry) & mobile carrier account management; Active Directory user creation & management; VPN, RSA SecurID, Outlook, Docs/Apps and MS Office.
Understanding of LAN, WAN, and wireless networking technologies is helpful. Prior experience in an IT helpdesk or technical support call center. Multi-lingual fluency is a plus.
Akraya Inc - 7 months ago