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Refresh Dental · 9 hours ago

IT Service Desk Analyst

US-PA-Pittsburgh

Full-time

Hybrid

Entry Level

2+ years exp

Refresh Dental is part of NADG, the fastest growing dental services organization in the U.S. They are looking for a Service Desk Analyst to provide maintenance for incident solutions and support for application software and hardware products. The role involves troubleshooting, documenting support requests, and ensuring timely resolution of incidents.

DentalHealth CareHospital

Responsibilities

Answers and responds to inbound calls or request submissions from end-users

Ensures all support requests are properly documented in the service desk tracking software

Applies skills to troubleshoot all technical issues at service desk level before escalating to an elevated level of support

Analyzes and resolves all application software or hardware incidents and requests from end-users

Ensures to log and tracks incidents and requests from identification through resolution stages

Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete

Follows implemented policies and security measures when performing tasks

Ensures accurate and necessary information is obtained by utilizing standard operating procedure documentation

Responsible for providing on-call or on-site support as needed

Establishes and develops relationships with other IT teams through frequent constructive communication

Logs incidents and requests into appropriate product categorization

Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users

Handles end-user issues or requests with professional attitude

Qualification

Service Desk experienceTroubleshooting skillsMicrosoft operating systemsITSM toolsRDM toolsCommunication skillsProblem-solving skillsTime managementInterpersonal skillsOrganizational skills

Required

A minimum of 2 years of related experience

Equivalent combination of education and experience

Solid technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools

Troubleshooting experience on Microsoft and Mac OS and software related issues

Prior experience supporting customers in use of application software and proficiency in applying support software tools

Must possess good problem-solving skills

Must have effective communication skills, both interfacing and remote

Required to have excellent time management skills to handle and escalate incidents in a timely manner, and should be able to set priorities when handling multiple cases

Required to work collaboratively with other IT personnel to resolve user issues

Must be able to provide good customer facing and interpersonal skills, and the ability to develop good working relationships with colleagues at all levels

Must have great telephone etiquette and the ability to handle difficult customers

Must have excellent organizational skills and can apply a methodical approach to prioritizing work and managing workload