Service Desk Analyst

Description

Service Desk Analyst - Level 1

Full-time position, 6 month Contract-To-Permanent

Onsite in Bonita Springs, FL

$22-25/hour during onboarding period; $55-60K salary at conversion

Day In the Life

Handle inbound support calls and create tickets (Service Now preferred, Zendesk acceptable)

Support ~30-35 calls per day (team handles ~250/day total)

Troubleshoot and resolve issues across:

+ Workstations

+ Mobile devices

+ Proprietary software

+ Printers

Assist with tasks such as:

+ Password resets and account unlocks (Active Directory - light use)

+ Email signature updates

+ Access requests

+ Break/fix troubleshooting

Escalate complex issues to L2 team as needed

Follow structured troubleshooting processes to identify and resolve issues efficiently

Requirements

Top Skills/Experience Looking For

+ Strong customer service / communication skills (must be able to explain tech to non-technical users such as truck drivers)

+ Prior help desk or technical support experience preferred

+ Open to entry-level candidates or recent college graduates

+ Critical thinking and troubleshooting mindset

Successful Candidates Will...

+ Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment

+ Provide top-tier customer support for all users, including Senior and C-Level management

+ Be able to ask efficient probing questions and use working knowledge of our systems to determine the root cause of any issue as quickly as possible

+ Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments

+ Explain highly technical processes or applications in a way that is understandable to the standard end user

+ Document all parts of the interaction with concise and accurate notes in each ticket worked

+ Educate users on new processes or procedures when new enhancements are made to field applications

+ Assist the Service Desk Manager in daily metrics and reporting

Technology Doesn't Change the World, People Do.®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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