Help Desk Analyst

Andover, MA

 

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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At ALKU, we are committed to honoring, understanding, and fostering a culture where we celebrate the individuality of each person who walks through our doors. By creating a safe and inclusive space, we value our differences and consistently advocate for one another. Above all, the ALKrew is the heart of ALKU.

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