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Gargle · 1 day ago

Service Desk Analyst I/II

Lehi, Utah, United States

Full-time

Hybrid

Entry, Mid Level

$50K/yr - $58K/yr

1+ years exp

Gargle is a fast-growing, Utah-based organization offering marketing services and products to dentists. The Service Desk Analyst I/II provides first-line technical support to end users, diagnosing issues and delivering timely resolutions for hardware, software, network, and application problems.

DentalMarketingSoftware

Responsibilities

Acting as a first point of contact for users

Identifying and diagnosing issues and problems

Categorizing and recording queries

Providing solutions to issues

Advising users on the appropriate course of action

Monitoring issues from start to resolution

Escalating unresolved problems to a Development/Systems Engineer

Assisting Development/Systems Engineers with associated tasks

Providing essential online security advice and support

Communicating with employees efficiently through multiple channels, including human, digital, self-service, and automated

Logging issues and resolutions, tracking trends, and sharing insights with developers and product leaders

Receives and handles requests for service, following agreed procedures

Promptly allocates calls as appropriate

Logs incidents, service requests, and maintains relevant records:

Identifies and classifies incident types and service interruptions

Records incidents, cataloging them by symptom and resolution

Acts under guidance to record and track reliability data for services

Systematically interprets user problems and identifies solutions and possible side effects

Qualification

Salesforce ticketing systemITSM toolsHDI standardsTime managementProblem-solvingCommunication skills

Required

Service desk analyst with a minimum of 1+ years of related experience

Preferably 2-3+ years of relevant experience and/or related degree and/or certifications

Technical knowledge of Salesforce ticketing system, Slack, Google Workspace, Mac OS, WordPress basics, Digital Ocean basics, Bitwarden basics, general software & applications

Proficiency with ITSM tools and ticketing systems for tracking and managing user support requests

Knowledge of HDI standards & processes

Time management skills to multitask and adhere to SLAs

Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly

Communication skills to explain technical concepts in ways users can readily understand, and for interacting with team members

Uses experience to address user problems and interrogates databases for potential solutions

Experience escalating complex or unresolved incidents

Ability to track issues from the outset to the conclusion

Proven track record to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements

Experience in responding to common requests for service by providing information to enable fulfillment