Job Title: Service Desk Analyst
About the Role: We are seeking a detail-oriented and customer-focused IT Help Desk Support Specialist with 1-3 years of experience in help desk support or a similar role. This position requires hands-on experience supporting desktop operating systems (Windows 7/8/10) and advanced knowledge of Microsoft Office applications. The ideal candidate is comfortable working with mobile technology, including iOS and Android devices, and has experience providing phone and remote technical support.
Key Responsibilities:
- Provide first-level technical support for applications and IT infrastructure across North America, with an emphasis on supporting Herc-based applications and systems.
- Troubleshoot and resolve issues efficiently within defined Service Level Agreements, using multiple communication pathways such as phone, email, and self-service tickets.
- Analyze user needs, offer timely support, and implement complete solutions when possible, ensuring clear and accurate documentation for each resolution.
- Effectively support users, including Senior and C-Level executives, with top-tier customer service and timely issue resolution.
- Collaborate closely with the Service Desk leadership to communicate issues, identify opportunities for improvement, and maintain a high level of knowledge regarding all IT systems and business applications.
- Engage in Business Acceptance Testing and User Acceptance Testing, gaining insights into new developments and updates to ensure successful implementation.
Key Technical Skills and Qualifications:
- Solid understanding of IT systems, applications, and Service Management (ITIL) best practices.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and supporting Windows operating systems.
- Skilled in mobile technology support for iOS and Android devices.
- Knowledge of ServiceNow is beneficial.
- Prior experience in customer service or support-related roles, with the ability to handle multiple issues simultaneously.
- Strong organizational and problem-solving abilities with excellent verbal and written communication skills, capable of explaining complex information clearly.
- Self-motivated, with the ability to work independently and collaboratively in a fast-paced environment.
Why Join Us? This role offers an exciting opportunity to support critical IT functions, work on diverse projects, and collaborate with users at all levels. As an IT Help Desk Support Specialist, you will play a key role in providing efficient and effective technical support, while enhancing your skills in a dynamic and supportive work environment.
Equal Opportunity Employer/Veterans/Disabled
Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pays upon meeting eligibility criteria.
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en-us/candidate-privacy/
- The Company will consider qualified applicants with arrest and conviction records.
