Service Desk Analyst

Posting ID: 29788 Job Title: Regular City: Mobile, AL, United States Location: Mobile Corporate Office - CSP Services

You are a self-starter with excellent technical and team skills. You present information clearly and possess exceptional customer service and communication abilities. An analytical problem solver who makes sound decisions, you always have the customer in mind and handle ambiguous situations in a calm and sensible manner. Practical by nature, you understand that the best way to solve a problem is by taking it one "byte" at a time!

As the Service Desk Analyst, you will handle daily IT service requests and related issues. You will work closely with experts across IT teams to coordinate the resolution of incidents and service requests, keeping customers informed of progress and identifying opportunities for service improvement. Additionally, you will support small development tasks, service implementation activities, security, inventory control, and documentation. The position is for a 4-month temporary contract with the potential for a longer opportunity.

The life of the Service Desk Analyst includes:

• Take a leadership role in managing the IT Support queue to ensure timely ticket resolution.
• Resolve technical requests at first contact in a friendly manner and educate users on hardware, software, or equipment.
• Provide exceptional customer service in person, via phone, and email.
• Support IT asset lifecycle management, including ordering, installation, and disposal.
• Develop and maintain knowledge base articles and documentation, recommending improvements.
• Perform user administration tasks such as new user creation and account unlocking.
• Identify and address problematic trends to prevent future issues.
• Participate in department projects, including software and hardware rollouts, network implementation, and user training.

For this role, come equipped with:

• Proficient in PC hardware, software, basic networking, mobile devices, and Microsoft technology.
• Experience with Microsoft Windows and Office products.
• Basic knowledge of TCP/IP networking and service management ticketing systems would be an asset.

In a perfect world, you would bring 2 years of IT experience, preferably in a customer-facing role with a degree or diploma in an IT-related field.

If you thrive in a team-oriented, fast-paced, and collaborative environment, click that "