Service IT Analyst (Gaming)

Our client, a video game company, is seeking a Service Desk Analyst to join the IT team. As a Service Desk Analyst in the IT Discipline, we provide extraordinary standards of service for operations. You will be the first point of contact for all support tickets submitted by employees.

You will be expected to do basic triage on all tickets, gather information, and escalate as needed. You will collaborate with Operations teams to identify gaps in our hardware and service levels. Finally, you will passionately seek opportunities to eliminate inefficiencies and non-value added tasks.

Responsibilities:

• Utilize help desk procedures to document and resolve issues for end user requests
• Serve as the first point of contact for customers seeking technical assistance via phone calls, emails, tickets, and slack sessions for their computer systems, hardware and software, system accounts, or other IT requests.
• Participate in rotating on-call schedules so that clients can depend on us 24/5 to meet their business needs
• Assist in maintaining accuracy and relevance of the technical knowledge-base
• Monitor and respond to incoming requests with in our SLAs
• Troubleshoot customer problems and initiate follow-up and follow-through to resolve customer issues

Required Skills:

• 2+ years of work experience in IT
• Excellent proficiency in written and verbal communication
• Windows, OSX, and Android os fundamentals
• Knowledge and prior use of Ticket-tracking software
• Familiarity with servicing a broad spectrum of development collaboration tools, including JIRA, Duo, Confluence, Google Apps/Suite, SSO
• Resiliency / Flexibility