The Help Desk Analyst provides support for core, enterprise applications, hardware, and security. This person handles a variety of tasks including first-tier incident intake and triage, issue assignment and escalation, and is the primary liaison to the IT outsourced partner Network Coverage. Provides impeccable customer service to all ALKU employees.
Duties/Responsibilities:
- Act as ALKU’s primary responder to the ALKU helpline, SOS
- Triage all inbound help requests ensuring timely response and assignment
- Troubleshoot issues directly with users to resolution or escalation
- Liaise with IT partner, Network Coverage, on all issues and requests needing their attention
- Liaise with subject matter experts within Technology team on all issues and requests assigned to them
- Log tickets with vendor partners either directly or in conjunction with internal vendor owner
- Oversee equipment handling needs and inventory across all offices
- Conduct routine consultant equipment audits
- Lead Enterprise trainings related to applications, security, and equipment
- Create training and documentation on core applications like Microsoft Suite, Fuze, Zoom, Slack, Sift, and more
- Create and facilitate quarterly company-wide phishing campaigns
- Contribute to the exploration and development of ServiceNow platform
- Provide help where needed on any special projects
Required Skills/Abilities:
Examples:
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent sales and customer service skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with a proven ability to meet deadlines
- Strong analytical and problem-solving skills
- Strong supervisory and leadership skills
- Ability to prioritize tasks and to delegate them when appropriate
- Ability to function well in a high-paced and at times stressful environment
- Proficient with Microsoft Office Suite or related software
On Site Requirements:
- This position is primarily onsite with remote Fridays
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift, up to 25 pounds at times
Not required but preferred
- College diploma or equivalent technical experience
- Customer service experience
- Experience in a Technical Support role
- Experience in Cyber Security
- Experience with ServiceNow or other ITSM platforms
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What We Do
ALKU is a highly specialized consulting services firm focused on deploying highly skilled consulting resources in the areas of Technologies, HCIT, Life Sciences, and Government Programs.
Each of our niche divisions consists of dedicated individuals who focus on a single specialty in each industry we serve. ALKU delivers efficiency and accuracy, with specialized knowledge and experience from start to finish.
At ALKU, we patiently and continuously recruit bright, motivated people, present them with opportunity, and reward them for their efforts. Through careful hiring that utilizes a focus on character traits, ALKU has created a culture of success for our tenured employees and recent hires. We believe that if we treat our employees with respect and provide them with great opportunity, they in turn will do the same for our clients and candidates. We believe you can truly Have Fun Working Hard™. Follow us at @LifeAtALKU on Instagram, Twitter and Facebook to see for yourself.
