Service Desk Analyst

We are currently hiring a Full-Time Service Desk Analyst in Boston, MA.

The Service Desk Analyst I participates in daily operations of the service desk; providing customer support and technical support, and participating in support of major service incidents. Additionally, the analyst will collaborate with IT teams, update and create documentation, and participate in continuous improvement activities. They will use a combination of technical support, and customer service skills to deliver high-quality support and purpose-fit technologies with consumer-inspired experiences.

What You'll Brew:

• Respond to and resolve IT service requests and incidents in a timely manner, ensuring minimal disruption to business operations.
• Provide technical support to end-users via phone, email, or in-person, addressing hardware, software, and network issues.
• Diagnose and troubleshoot technical problems, guiding users through step-by-step solutions.
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions for future reference.
• Participate in after-hours on-call queue to address urgent issues as they arise.
• Maintain asset inventory process by assigning, upgrading, and maintaining hardware inventory; laptops, tablets, printers, and peripherals (including handheld scanners).
• Deliver excellent customer service, maintaining a professional, and helpful demeanor always.
• Maintain IT Knowledgebase and contribute new articles to facilitate support.
• Maintaining asset management processes for hardware and software.
• Ensure compliance with company policies, procedures, and IT security standards.
• Other duties as assigned.

What Ingredients You'll Bring:Minimum Qualifications:

• 1+ years of helpdesk or service desk experience
• Experience supporting client configuration management and mobile device management tools such as Intune, SOTI, SCCM, etc.
• Knowledge of industry standards such as ITIL
• Experience working in corporate and/or manufacturing environment
• Intermediate trouble shooting of technologies including wired and wireless network connectivity, client operating systems, telephony and conference rooms, handheld scanners, printers, productivity applications (such as Microsoft 365), business applications (such as SAP), etc.
• Intermediate knowledge of Microsoft and Apple client operating systems
• Strong phone and personal communication skills
• Ability to effectively prioritize and execute tasks in a fast pace and ever-changing environment.
• Ability to diagnose and resolve technical issues remotely and on-premises.

Preferred Qualifications: