Service Desk Associate II

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

alliantgroup is searching for a Service Desk Associate II to be responsible for providing the initial assessment, triage, research and resolution of basic incidents and requests.

Responsibilities:

• Serve as first point of contact and provide "white glove" service for internal clients seeking technical assistance by service desk (on-site), email or telephone.
• Manage the service desk inbox, accept tickets (incidents) and update all tickets appropriately.
• Create incidents and service requests on behalf of internal clients when needed.
• Set the priority for resolving incidents based on impact and urgency.
• Investigate and diagnose incidents and research solutions.
• Troubleshoot remotely through diagnostic techniques and pertinent questions.
• Determine the best solution, based on the issue and details provided by internal clients.
• Update service requests and ensure all necessary details are noted.
• Escalate unresolved issues to the next level of support personnel.
• Identify, recommend and suggest possible improvements on procedures.
• Act as a model of customer service excellence to all organizational staff members, with emphasis on building strong relationships with our internal clients.
• Perform an RCA (Root Cause Analysis) to determine, document and communicate solutions to our internal clients for all issues.
• Develop and improve repeatable processes and procedures.
• Populate knowledgebase of known issues and problem solutions.
• Ensure global organizational standards, based on ITIL principles, are implemented into daily service desk processes.
• Adjusts priorities to respond to pressing and changing demands caused by operational or project-related tasks.
• Potential after hours support & On-call rotation - must have internet access from home.

Qualifications:

• Bachelor's Degree in Information Technology or related field preferred
• Microsoft Network Certification is a plus
• Minimum of 2 yrs.' experience in a team environment
• 2-5 years of work experience in a Call Center/Service Desk
• Ability to communicate, influence, lead and manage self-development and leadership thinking
• Must be detail-oriented, while handling multiple concurrent tasks and/or projects with minimal supervision
• Strong analytical, oral and written communication skills
• Ability to think strategically and problem solve
• Apply concepts of project management & resource allocation.
• Forward thinking mindset to plan for future technology needs and foresee trends