Service Desk Analyst Offline

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 Сlients 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)