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Service Desk Analyst

Managed Services | Minneapolis, MN | Full Time

Job Description

OVERVIEW:

Virteva is not only a ServiceNow partner – we run our own business on it. We offer a full suite of ServiceNow platform services including packaged deployments, integration, development and ongoing management. Virteva also offers a 24x7x365 state-of-the-art Service Desk and Endpoint Management services. Based 100% in the U.S., we deliver a world-class Service Desk and End User Support experience to our customers leveraging industry-leading technology providers such as ServiceNow, Cisco, Microsoft and Calabrio. We help our clients say “YES” to the future of Service Management.

 

ESSENTIAL DUTIES AND 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

 

DESIRED EDUCATION, EXPERIENCE & OTHER SKILLS:

  • 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

 

Virteva is an equal opportunity employer and a drug-free workplace.

All applicants will receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.