Position: Service Desk Analyst
Company: REW Technology
Experience required: 1y
English level: upper

Job Title:
Service Desk Analyst

Reports To:

Service Desk Manager

Summary:

REW is committed to providing world-class managed services, cloud computing, network solutions and consulting to our customers. Our goal is to provide results driven performance to our clients that goes beyond their expectations. Alliance prides itself on providing on-going mentoring and career development to all team members.

The Service Desk is the first point of contact with our clients for technical assistance needs and is primarily responsible for providing exemplary support. This opportunity provides accelerated technical and professional development in a fast-paced and team focused environment.

Responsibilities:
- Provide advanced technical assistance, triage, and prioritization for Desktops and Desktop Applications in a fast-paced and high-performing team
- Assist users with password resets, desktop software installation, printer/print drive installation and updates, and connectivity to servers
- Perform user add/change/delete services and manage permission changes
- Follow, create, and revise knowledge articles to support Desktop and Desktop applications, working with the related technical teams to ensure accuracy
- Maintain highest levels of customer satisfaction by commitment to timely response and resolution of all requests for client support
- Interact with co-workers, vendors, customers, and representatives of other organizations to obtain and disseminate information
- Provide support for level I analysts on advanced desktop issues
- Work with systems management teams for secure and timely escalation of issues requiring changes to server and network resources
- Accurately Track and report all time worked per organizational guidelines and client agreements
- Participate in on-call rotation to provide technical assistance afterhours for critical issues
- Serve as a mentor for Level I analysts

Preferred Qualifications:
- Associate degree or higher, focused in computer science, information systems, or related area
- 1 Year+ experience in an information technology support role
- Experience working in a high volume and fast-paced environment
- Proficiency with the following desktop applications:
- Adobe Professional Suite
- Microsoft Office 365
- QuickBooks / Sage
- Microsoft Edge, Chrome, and Firefox Browsers
- General desktop support for Microsoft Windows and Mac OSx environments
- Experience with the following:
- Managing users and groups in Active Directory
- Utilizing PowerShell to solve Desktop issues
- Setting up Microsoft Team Sites and Channels
- Basic triage of network connectivity issues
- Experience with troubleshooting complex situations
- Creative problem-solving abilities
- Experience providing technical assistance across multiple organizations
- Ability to manage and prioritize multiple tasks at a time
- Proven customer service skills
- Strong verbal and written communication skills

Work schedule 14:00 till 23:00 (UA time)