Job Description
Job DescriptionWe are looking for an IT Service Desk Analyst to join our team in Golden Valley, Minnesota on a contract basis. This role involves providing in-person Level 1 IT support in a dynamic environment where service excellence is a top priority. As part of the Global Shared Services Organization, you will play a key role in enhancing the employee experience through technical expertise and innovative solutions.
Responsibilities:
• Provide technical troubleshooting and support for laptop hardware, software, and audiovisual equipment in conference rooms.
• Research, assess, and resolve incidents and service requests efficiently.
• Deliver exceptional customer service while maintaining a customer-first mindset.
• Identify opportunities for process improvements to enhance operational efficiency and customer satisfaction.
• Manage escalations from external service providers to ensure timely resolution.
• Update standard operating procedures and service documentation to reflect current practices.
• Monitor and report on key performance metrics to maintain high-quality service standards.
• Collaborate cross-functionally to address technical challenges and improve processes.• High school diploma or equivalent.
• At least 1 year of experience in providing technology support.
• Foundational knowledge of Microsoft Windows 11, Office Suite, and network hardware.
• Strong understanding of cyber security principles and peripheral equipment.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within a team.
• Organizational skills with the flexibility to adapt to shifting priorities.
• Proficiency in process improvement initiatives to reduce disruptions and improve user experiences.