Service Desk Analyst

Agility Partners is seeking a qualified Service Desk Analyst to join the IT Support Team at one of our clients in Columbus, OH. The Service Desk Aanlyst provides outstanding customer service at all times. The service desk's role is to provide technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required. This high-volume service position will allow you to engage your customer service skills by delivering prompt and accurate answers to our colleagues and the support team.

• Respond to IT support requests via phone, email, and remote tools
• Troubleshoot hardware, software, and mobile device issues
• Document all interactions and resolutions in the ticketing system
• Escalate complex problems to appropriate IT teams
• Follow up with users to confirm issue resolution and satisfaction

• Strong written and verbal communication skills
• At least 1 year of IT support, customer service, or call center experience
• Proficiency with Microsoft Office and basic troubleshooting of hardware/software