Job description
Maven is hiring for Remote IT Service Desk Analysts that will provide Tier 1 IT support to inquiries made through the Service Desk. Production support includes: network, security, internally developed applications, and corporate systems and employees.
Job Responsibilities:
- Providing exceptional service and solutions through to users of our customers IT Service Desk; working directly with users in a friendly, helpful way, including reaching out to them for resolution, building trust, and educating them in a way that addresses trends; and regional users are completely satisfied with IT support services
- Answering inbound help desk calls, tickets and emails from corporate users, and resolving the majority of technical issues from the playbook
- Supporting enterprise production support process for reporting, evaluating, resolving incidents
- Leveraging Salesforce as a ticketing tool
- Reviewing tools, calls, and reports to define trends of issues that can be resolved with people, process or systems
- Reporting on metrics like call volume, call types, technical talk time
- Contributing to improving the help desk process, and reducing trends to drive down overall incident volume
- Serving as liaison to various departments within to provide assistance and access to information, or systems, when issues arise
- Complete daily help desk checklist summarizing handoff tickets, policies and settlements
- Lead specialists may also act as manager on call.
Requirements:
- Strong customer service, organization, and communication skills
- Strong process management skills
- Ability to understand software, hardware, telephony and connectivity
- Ability to acquire data
- Ability to multi-task
- Ability to focus on objectives while being detail-oriented
- Ability to work independently
- Strong problem-solving skills
- Ability to work effectively with colleagues
- Ability to listen effectively and communicate with candor and honesty
- 1-2 years in IT Support (Service Desk preferred and/or Deskside experience
- Experience in supporting multi-site and/or supporting or deploying systems preferred
- Experience using Service Desk ticketing system to track incidents/requests
- Experience win Medium/large support environments
- Certifications such as A+, HDI, ITIL, Network +, Microsoft certs helpful but required
- Experience supporting: Windows OS, MacOS, VOIP Support, Hardware Troubleshooting/Support (Laptop, Desktop Peripherals), MFA, Active Directory, MS Office/Office 365 Support, Smartphone OS, Corporate LAN/WIFI Support
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