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Service Desk Analyst

Virteva – Golden Valley, MN, US



Engineering, Information Technology, Design



Salary : $50000 - $70000  / YEAR

Position Responsibilities
 

Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems

Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly

Document all customer interaction with high attention to detail and accuracy

Update all tickets according to Service Level Agreements (SLA)

Understand and follow Virteva’s Delivery Process incident management, problem management and change management

Recognizing and escalating more difficult problems

Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements

Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy

Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities

Other duties as assigned

 

What You Bring
 

Experience in a technical support or customer service role preferred

Bachelor’s degree, technical degree or certifications preferred

Working knowledge of a variety of technologies including, but not limited to Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologies

Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware

Possess an energetic, self-starting mentality with value placed on integrity

Ability to work as an effective team member with the Virteva team, partners and internal staff

Strong English communication skills, both written and verbal

Ability and desire to learn new technologies as mutually defined

Ability to prioritize multiple tasks, anticipate situations, and take quick action

Ability to type at a speed of 40 words per minute or faster

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