Service Desk Analyst

Valiant is seeking a full-time Service Desk Analyst to join our Global Excellence Team. At Valiant, an IT Service Desk Analyst is responsible for providing direct technical support to computer system users around the globe, with guidance from senior IT team members as/when required. Support ranges from routine desktop and mobile phone support, to fielding more complex questions, which requires knowing when to request assistance from more senior IT team members and/or researching to find answers independently. This position involves supporting multiple areas of the IT department, from desktop support, SharePoint troubleshooting, drafting user communications/how-to-guides, internal IT documentation, and mobile device management.

Essential Duties and Responsibilities:

• Provide break-fix support, such as hardware replacement, operating system reinstalls/imaging, virus and malware removal and other hardware maintenance; and users with support for their individual or organization's computer repair needs, which will include basic help desk support up to advanced IT troubleshooting.
• Occasionally assist with the rollout of large projects.
• Communicate in layman's terms complex technology to customers in person and over the phone.
• Support additional projects across the IT department as required, which may include website design, SharePoint design and management, drafting user communications/how-to-guides, and internal IT documentation.
• Respond to emails, phone calls, and chats from associates seeking help with software, hardware related issues with computers, mobile phones, printers, and other peripherals.
• Maintain a high level of courteous customer service at all times.
• Order, ship, receive, and assign mobile devices and laptops to associates.
• Record events and problems and their resolution in ticket logs.
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  Other duties may be assigned as required.