Desktop Support Analyst, IT Operations

Job Responsibilities

• The Desktop Support Analysts responsibilities are to provide end-user IT support and service delivery to Quantum users.
• Through knowledge of IT services and a drive to solve problems with technology, this individual will make a daily impact on the success of IT.
• Provide high quality customer support with a customer first mentality
• Manage and action support requests using ITIL/ITSM principles.
• Provide Tier 1/2 IT support for a variety of standard end-user technologies and peripherals
• Support and manage Windows, macOS, iOS, and Android devices
• Provide basic administration of enterprise IT systems.
• Participate in assigned projects to ensure achievement of strategic goals and deliverables with team members on time and within budget.
• Create and update quality documentation of IT troubleshooting best practices, services, processes, policies, and cybersecurity.
• Process service requests as they arrive through ticketing system, emails, manual entry, or direct customer input
• Communicate with internal technical resources appropriately.
• Communication with customers/end-users as required:
• keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer and management requests.
• Improve usage and increase productivity of IT support resources.