Service Desk Analyst 2nd Shift - send update resume soon at knagpal@operationit.com Essential Duties and Responsibilities: • Responds to customer requests for information, assists in problem resolution and ensures customer satisfaction by providing quick resolution or escalation to their request. • Resolves issues surrounding computer hardware, software, network and telecommunication systems while demonstrating technical knowledge and expertise in customer service. • Maintains any necessary follow-up and routine contact with customers concerning operational and production problems. • Answers emails, enters memos, filing, processes reports, maintain the Service Desk documentation and associated web areas as needed. • Uses discretion and maintains confidentiality when handling sensitive material. • Maintains a clean, safe, hazard-free work environment within area of responsibility. • Participates as a panel member on Company's Board of Review as needed. • Performs all other related and compatible duties as assigned. Hours: • 2nd shift: Wednesday, Thursday, Friday, Saturday 4pm-2am • Off: Sunday, Monday, Tuesday • Training: 2 weeks M-F 9-5pm Qualifications: • Proven ability to communicate professionally in a corporate environment • Must possess clear, pleasant speaking voice, good hearing and be proficient with the use of grammar to ensure effective telephone communications • Detail oriented with excellent written and oral communication skills and ability to organize work in an efficient manner • Must track calls by entering information and solutions into ticketing software and follow through on resolutions with the customer • Individual must be able to multi-task in a fast-paced environment and simultaneously work on multiple projects/tasks under time pressures • Must have a high degree of patience and problem management techniques to solve problems and deal effectively with customers, vendors, peers and management • Thorough knowledge of Active Directory • Knowledge of Windows OS and all Microsoft Office applications • Must be able to handle multiple technical skill sets including desktop, distributed systems, network associated business applications, interfaces, hardware, software, security and system failures. Education and Experience: • High school diploma required, BS/BA degree preferred. • Minimum of one (1) year Information Technology Help Desk high volume experience or professional high volume IT operational and customer support experience. • Service Desk/Help Desk Certification a plus. Certificates, Licenses, and Registrations: • Certified Help Desk Analyst a plus, not required. • Must have a valid driver’s license & reliable car.