Service Desk Analyst

Trustpoint One is pleased to be partnered with an industry leader in their search for an experienced Service Desk Analyst!

Position Details

• On-site role based in Columbia, SC
• Direct permanent role
• Must have the ability to be on call and some evenings and weekends

Position responsibilities 

• 1-2 years of work experience in computer software and hardware troubleshooting

• Certification: Microsoft Office Specialist Trained (MOS) and Network+ preferred
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Strong written and oral communication skills
• Self-motivated and able to work independently
• Able to interact well in a team environment
• Able to prioritize and execute tasks in a high-pressure environment
• Experience working in a law firm environment
• Personable and confident
• Flexible, courteous and professional attitude
• Strong customer service skills
• Ability to work independently
• Strong analytical skills

Responsibilities include:

• Field incoming service requests from end users via both telephone and e-mail in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from service desk customers
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-up to service requests
• If necessary, liaise with third-party support and equipment vendors
• Check out loaner equipment when reserved by end users
• Be aware of and follow standard operating procedures and policies for the Technology Department and Firm
• Perform other duties as directed by the Service Desk Manager or Senior Service Desk Analyst
• Working with manager to update internal documentation, responsibilities, and change management