Onsite Service Desk Analyst (Hybrid / Client Onsite)

Overview

We are seeking a highly capable Service Desk Analyst II who will be responsible for onsite support as well as inbound calls and tickets from Cortavo's managed services clients. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks.

In this hybrid role, you'll become an integral part of our support ecosystem, directly impacting our clients' successes. For three days a week, be the linchpin at a client's location in Azusa , providing hands-on deskside support, and fostering enduring client relationships. The remainder of your week will be in our Sandy Springs-based office, where you'll extend your expertise to various clients.

Engage in continuous learning, collaborate with our adept Systems Engineers, and enhance your skillset. Your role is vital in providing efficient resolutions, maintaining client satisfaction, and contributing to the knowledge base that bolsters our Managed Services team. The ideal candidate will take an empathetic approach when communicating with clients, and relay technical questions and solutioning in a patient, polished, and professional manner.

This position reports directly to the Service Desk Manager.

Responsibilities

• Provide on-site support in Azusa, California - ensuring streamlined operations and building strong client rapport.
• Offer a blend of on-site and remote support, including but not limited to configuring Outlook and OneDrive, printer configurations, internet issues, networking questions, access via Remote Desktop, and other Level 1-2 support issues.
• Engage with initial calls and / or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs.
• Ticket maintenance : review existing tickets, close appropriate cases, follow up with users, and set reminders for future action.
• Follow up to ensure tickets are completed in a timely manner, and work with escalation team members to ensure ticket resolution.

Knowledgebase and CRM Management

Hardware and Software Provisioning

Professional Development

Required Skills & Qualifications

Preferred Qualifications

Estimated Usage of Time

Benefits

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