Job Information
COLLIERS SECURITIES Service Desk Analyst in Minneapolis, Minnesota
The Service Desk Analyst acts as the first point of contact for IT service requests, providing exceptional customer service. Accurately resolve requests in a timely manner and communicate effectively with IT customers. Escalate requests as required, while maintaining suitable and updated documentation. ESSENTIAL DUTIES AND RESPONSIBILITIES Timely response to requests for technical assistance electronically, in person, or via phone Identify and resolve technical hardware and software concerns assigned to them Research solutions using various information resources Counsel users on appropriate action, sometimes tutoring of a user might be required Adhere to standard service desk procedures Log all service desk communications and document issue resolution using an ITSM system Identify and prioritize situations that require urgent attention Stay up-to-date with system information, changes and updates Maintain exceptional communication with all end users and other related members in the technology department Work with outside vendors if needed Install and support user applications Regular and reliable attendance required Other duties as assigned REQUIRED EDUCATION AND EXPERIENCE 3 to 5 years of related experience. Associate s Degree (Two Years in technical program) Microsoft Certifications (preferred) Familiarity with the ITIL Framework
