Service Desk Analyst II

Company: Robert Half
Location: Saint Louis
Posted on: March 29, 2020

Job Description:

Description Robert Half Technology is seeking a Service Desk Analyst II to deliver front-line support to our client's internal customers located in St. Louis, MO. This person will be responsible for delivering world-class telephone and remote support, as well as in-person support as necessary. This position will own and provide the customer's total support and implementation experience for personal technology system requests, as well as provide front-line triage and overall issue ownership for other technology service requests related to infrastructure and applications. The primary responsibility for this position will be global remote support, as well as in-person, hands-on support for the local facility. This is a continuing growth position for an individual in the early to middle of a career path in technology with opportunities to explore and deepen enterprise level technology management skills on a wide variety of systems. Responsibilities Include bullLive phone support for internal customers. bullTriage of reported issues and requests including data capture and recording, prioritization, troubleshooting, and escalation routing. bullTakes ownership of communication and follow up with customers bullFrontline diagnosis, troubleshooting, and resolution of reported issues bullDetermine and execute appropriate escalation of reported issues based on service standards bullUtilize advanced remote support tools to speed support with minimal delay both on individual systems as well as groups of systems. bullCreate and maintain documentation related to work tasks, resolutions, and standard practices responsible for the knowledge lifecycle for one or more technology areas based on expertise. bullAdhere to asset management requirements. bullOpen and manage tickets with service vendors at times acting as the point of contact for a site or specific vendor bullParticipation in Continuous Improvement activities and lead continuous improvement lifecycle for one or more systems. bullIdentify issue trends and escalates to Problem Management processes where appropriate. bullTrain internal customers in individual or small group settings on computer, phone, mobile, and conference room technology. bullParticipate in project teams and at times planning or executing smaller single resource or vendor executed projects bullResponsible as the main IT point of contact for one or more facilities. bullEmerging responsibility as subject matter expert in at least one technology system. bullAdhere to Change Management policies and procedures. Requirements KnowledgeSkills Required bullUnderstanding of ITIL IT Service Management framework bullThe competent interpersonal communicator in both verbal and written communications in both individual and group settings with a strong customer service focus ability to communicate clearly in interactions with business managers. bullA self-driven learner who takes ownership to develop technical skills and proficiencies. bullAbility to Diagnose and Troubleshoot technical issues with the ability to formulate a diagnostic path towards resolution bullAbility to research technical issues to identify workarounds and determine root cause and corrective action bullExperience with and ability to administer and troubleshoot Windows 10, Active Directory, Network Connectivity, Printers, Software Installation, PC Hardware, and related peripherals and drivers, IP Phones, Mobile Devices, Collaboration Tools (i.e. - Online Meetings, SharePoint, Instant Messaging, Video Conference, etc.) bullAbility to serve as subject matter expert on one or more technology systems bullPositive, proactive, ownership attitude. bullAttention to detail bullAbility to work independently and with cross-functional teams in a fast-paced environment. Education andor Experience bullMinimum 3 - 6 years of experience supporting Windows in a Business Environment bullAdditional Skills Training and Certifications preferred but not required About Robert Half Technology Technology doesn't change the world. People do. As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person. Leader among IT staffing agencies The intersection of technology and people - it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to full-time experienced technology talent or find the best technology jobs, we are your IT expert to call. We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched. It's a simple but powerful truth. Innovation starts with people, and people start with us. 2019 Robert Half Technology. An Equal Opportunity Employer MFDisabilityVeterans. For more information, please visit roberthalf.comtechnology. Robert Half Technology matches IT professionals with some of the best companies on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities. Our personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities - fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets. From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNE's "Most Admired Companies" list every year since 1998. Download our mobile app to take your job search on the go! Contact your local Robert Half Technology office at 888.490.4429 or visit www.roberthalf.comjobstechnology to apply for this job now or find out more about other job opportunities. All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada. 2020 Robert Half Technology. An Equal Opportunity Employer MFDisabilityVeterans. By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use httpswww.roberthalf.comterms-of-use .

Keywords: Robert Half, St. Louis , Service Desk Analyst II, Professions , Saint Louis, Missouri