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SHI International Corp. · 8 hours ago

Service Desk Analyst

Somerset, NJ

Full-time

Hybrid

Entry, Mid Level

$50K/yr - $65K/yr

2+ years exp

SHI International Corp. is a global provider of IT solutions and services, and they are seeking a Service Desk Analyst to join their IT Cloud Service Desk Operations Team. The role involves providing first-line support for IT issues related to SHI's cloud support customer environment, troubleshooting various software applications, and managing incidents in the incident management system.

HardwareInformation TechnologySoftware

Responsibilities

Provide first-line response for remote customers requiring assistance with information technology issues and problems within SHI's cloud support customer portfolio

Respond to requests for technical assistance by phone, email, or using the service desk management system

Enter and manage all incidents and problems in the incident management system and liaise between customers and technical escalation teams

Energetically follow up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated

Troubleshoot software applications such as Azure Active Directory, Cloud PBX/PSTN, Microsoft Office 2013-2016, Microsoft Delve, Microsoft Intune Device Management, Power BI, Project Online, SharePoint, Skype, Secure Productive Enterprise (SPE), and Windows10

Support multiple versions of Windows Operating Systems

Troubleshoot and Support smartphone mobile applications

Provide support for AWS, Azure, O365, and Google Cloud account teams

Support projects assigned by the Service Desk Lead/Supervisor

Qualification

Customer serviceTechnical troubleshootingAzure Active DirectoryOffice 365 supportWindows 10 supportService Desk experienceComputer hardware knowledgeMobile device supportProblem-solvingCommunicationTeamworkTime managementAdaptability

Required

Completed Bachelor's Degree in a related field, or relevant work experience required

2+ years of experience working in a Service Desk environment - preferably with a global organization

Excellent working knowledge of computer systems, hardware, and software

Experience supporting and troubleshooting Azure Active Directory, Office 2016, Office 365, mobile Office 365, Outlook/Exchange, and Windows 10

Must be able to work various shifts to support 24 by 7 by 365 operations

Must be able to participate in on-call rotation

Excellent customer service/service desk skills

Creative troubleshooting techniques

Good working knowledge of desktop and laptop computer hardware and operating systems, network printers, mobile devices, and Office 365 product support

Genuine interest in a technical support services career