IT Service Desk Analyst

Bw Design Group - Saint Louis, MO

Full-time - Entry Level

Saint Louis, MO

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The IT Service Desk Analyst at Barry-Wehmiller is responsible for providing exceptional support to internal customers regarding their PC and mobile device challenges. This role involves resolving incidents related to hardware and software, ensuring customer satisfaction through effective communication, and maintaining documentation of all interactions. The analyst will work closely with a global support team and may be required to assist with on-call support during evenings and weekends.

Responsibilities

• Provide world class customer support.
• First level response to incident tickets.
• Accept and solve support issues.
• Migrate and deploy PCs/PC images.
• Function and communicate in a global support team.
• Respond to ticketing incidents by priority and assignment.
• Support customers through superb communication in person, by telephone and or email.
• Fully document resolution, and communication history to customer in incident ticket.
• Convert resolution to knowledge base document when appropriate.
• Diagnose, analyze, and resolve PC and software problems for internal customers through incident ticketing system.
• Analyze root cause and implement corrective solutions.
• Deploy new equipment to customers from unpacking to delivery.
• Collaborate with infrastructure team to ensure efficient operations.
• Assist in resolving issues with customers on server-based software products.
• Ensure the latest security settings, antivirus, and application patches are applied when working on any PC.
• Use tools and applications for monitoring PC performance and provide performance statistics and reports.
• Maintain inventory of all hardware and software.
• Contact third-party support and PC equipment vendors when necessary.
• Maintain knowledge of current IT trends and advancements.

Requirements

• An associate degree in business administration, computer science, or management information systems and/or 3-5 years of related work experience is preferred.
• A+ certification is desired.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Strong written and oral communication skills.
• Strong customer relationship skills.
• Strong troubleshooting skills and knowledge of IT hardware and software.
• Ability to conduct research into software issues and products as required.
• Strong organizational skills with a keen attention to detail.

Benefits

• Full-time position with frequent overtime opportunities.
• On-call availability for remote support as needed.