MANUELA · 3 months ago
Service Desk Analyst I
Highland, CA
Full-time
Onsite
Entry Level
1+ years expMANUELA is a company under the San Manuel Nation, and they are seeking a Service Desk Analyst I to ensure proper computer operation for end users. The role involves providing first contact support, troubleshooting technical issues, and documenting service desk incidents to maintain service level agreements.
Restaurants
Responsibilities
Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service
Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalates incidents with accurate documentation to suitable technicians or technology verticals, and alerts management to emerging trends in incidents
Uses remote assistance tools and diagnostic utilities to aid in troubleshooting. Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end-user problems. Provides guidance and technical recommendations to customers to resolve system issues
Records, tracks, and documents the service desk incident-solving steps, including all actions taken, through to final resolution
Research solutions through internal and external knowledge base. Identify and learn appropriate software and hardware used and supported by the organization
Deploys software to end user endpoints to include laptop, desktop, and mobile devices
Develops help sheets, knowledge base articles, and Frequently Asked Questions (FAQ) lists for IT team members and end users
Communicate SLAs to manage end-user expectations and provide suggestions for continual improvement
Performs other duties as assigned to support the efficient operation of the department
Qualification
Required
High School Diploma or GED required
Minimum one (1) year of related IT work experience is required
Must possess excellent customer service and written/oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Ability to absorb and retain information quickly
Must be able to present ideas in user-friendly language
Highly self-motivated and directed
Keep attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to work assigned shift (day/swing/graveyard)
Preferred
Associate's degree in Computer Science or related field preferred
General IT Service Desk Experience is preferred
Experience working in Casino or Gaming industry is preferred
Familiarity with Infrastructure, Messaging, Security, and Mobility platforms is desirable
Experience working in a team-oriented, collaborative environment is desired
Company
MANUELA
Located in the Arts District of Los Angeles, Manuela unites chef, farmer and artist to create an authentic and original dining experience.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase