Help Desk Analyst

The Help Desk Analyst provides support for core, enterprise applications, hardware, and security. This person handles a variety of tasks including first-tier incident intake and triage, issue assignment and escalation, and is the primary liaison to the IT outsourced partner Network Coverage.  Provides impeccable customer service to all ALKU employees.

Duties/Responsibilities: 

• Act as ALKU’s primary responder to the ALKU helpline, SOS
• Triage all inbound help requests ensuring timely response and assignment
• Troubleshoot issues directly with users to resolution or escalation
• Liaise with IT partner, Network Coverage, on all issues and requests needing their attention
• Liaise with subject matter experts within Technology team on all issues and requests assigned to them
• Log tickets with vendor partners either directly or in conjunction with internal vendor owner
• Oversee equipment handling needs and inventory across all offices
• Conduct routine consultant equipment audits
• Lead Enterprise trainings related to applications, security, and equipment
• Create training and documentation on core applications like Microsoft Suite, Fuze, Zoom, Slack, Sift, and more
• Create and facilitate quarterly company-wide phishing campaigns
• Contribute to the exploration and development of ServiceNow platform
• Provide help where needed on any special projects

Required Skills/Abilities:  

Examples:  

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent sales and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Ability to prioritize tasks and to delegate them when appropriate
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software

On Site Requirements:  

• This position is primarily onsite with remote Fridays

Physical Requirements:  

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift, up to 25 pounds at times

Not required but preferred  

• College diploma or equivalent technical experience 
• Customer service experience
• Experience in a Technical Support role
• Experience in Cyber Security
• Experience with ServiceNow or other ITSM platforms

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