Service Desk Analyst

Job Description

Company History

To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born.

Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, Docu Ware, Print Audit, Papercut.

While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service is trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education.

We help our clients discover the best practices to approach their problems.

We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.

The Service Desk Analyst will provide phone & email based, first level technical support to staff and faculty for the Kirkwood Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

• Provides excellent customer service to all Kirkwood Community College staff
• Answers incoming phone calls promptly and professionally within established Service Level Agreement using Automatic Call Distribution
• Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently
• Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues
• Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications
• Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided
• Works closely with all areas of the Technology Services department to ensure consistent customer support
• Maintains First Call Resolution requirements within established Service Level Agreements
• Ensures accurate and prompt management of escalated or unresolved issues
• Maintains confidentiality for students, faculty and staff profiles
• Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
• Displays a positive, friendly and respectful attitude towards customers and co-workers
• Possesses strong organizational skills and high attention to detail
• Other duties as assigned by management

• Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
• Associates Degree or Certificate/Diploma in computer science or related field
• Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016

• Basic Active Directory Administration experience
• Experience with ITIL methodology
• Experience supporting Higher Education staff and faculty
• Experience supporting end users utilizing Macintosh operating systems
• Experience supporting end users utilizing educational/presentation technology peripherals
• Experience supporting end users utilizing Microsoft Share Point

• Health, Dental, and Vision insurance
• Company paid STD/LTD Insurance for employee
• Company paid Life Insurance $10,000.00 policy for employee
• Section 125 Flex Spending Account
• 401(K) Retirement Plan and 401(k) match
• Paid Time Off (Vacation, PTO and Holidays)
• Paid Volunteer Time
• Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer