V&C Solutions

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Desktop Support Analyst

Job Description

We are currently seeking a Desktop Support Analyst. This position serves as a single point of contact for end users to receive support and maintenance within client computing environment. This includes troubleshooting applications and supported hardware devices.

 

Duties:

Enter, monitor, and update help desk tickets in the Zendesk trouble ticket system to track progress and resolution of customer issues

Ensure on-going maintenance and development of positive customer relationships with team members and end-users

Performs closed-loop communication with end users to resolution

Ensure all time reporting and other required reports are accurate and submitted on time

Meet or exceed various service levels (SLAs) as established by assignment (on-time response, call closure, customer satisfaction)

Assist in the development and documentation on client technical information sheets, knowledge base articles, and FAQs

Receive inbound customer calls and email inquiries, analyze problems, research solutions and provide solid answers easily understood by the customers

Ensure issues are fully documented in the help desk ticketing system application

Maintain knowledge of software updates and enhancements

All other duties as assigned

 

Requirements:

Ability to communicate effectively with customers, colleagues, and management.

Ability to speak clearly and articulate in English over the phone

Ability to troubleshoot issues quickly and to resolution

Ability to lift Computers, servers, and monitors up to 50 pounds

Flexibility to provide on-site support as needed in the bay area (this would be 1-off not the norm)

2 to 3 years’ experience in the computer support realm