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Service Desk Analyst



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What is the specific title of the position? Service Desk Analyst

What Project/Projects will the candidate be working on while on assignment? NM Service Desk

TOP REQUIREMENTS: Customer Service, People soft skills, basic technical troubleshooting. They will be answering calls all day so need reliable internet and a quiet work environment.

*** What experience will set candidates apart from one another? People soft skills and technical troubleshooting ability.


 How many rounds? 2 max

 Video vs. phone? Webex video, 30 min with team manager and director

 How technical will the interviews be? Basic troubleshooting questions and a few in depth if experience is listed

Is this person a sole contributor or part of a team? Team

If so, please describe the team? (Name of team, size of team, etc.) NM Service Desk team, 3 FTEs, 1 manager

What are the top 5-10 responsibilities for this position?

•Provide exceptional customer service to all customers while following best practices of call greeting, call handling, call documentation, call resolution and call closure.

•Provide 1st level technical support by creating and/or resolving ServiceNow Incident and Request cases.

•Troubleshoot problems with network connectivity, web access, Windows, Outlook access, Exchange, SQL connectivity, and proprietary clinical applications.

•Troubleshoot internal applications specific to the business; document resolution or problem fixes and promote to corporate knowledge base.

•Resolve issues using defined troubleshooting checklists and skills in coordination with other Service Desk team members and internal hardware and software subject matter experts.

•Learn and maintain a high level of knowledge of user computing environment.

•Work with non-technical end-user base, providing new user orientation, application navigation and basic usage tips and techniques to improve their user experience.

•Diagnose and resolve client hardware problems/failures and escalate if/when appropriate.

•Escalate global issues to established escalation path and support structure and provide timely updates to global outages and major incidents.

•Support mobile devices in environment to include iPhone and Android.

•Provide password reset administration to users that have forgotten their Windows/AD password and/or are locked out of their accounts.

•Open, log and track Major Incident cases and communicate information to the Major Incident Team.

What software tools/skills are needed to perform these daily responsibilities?

•Knowledge of remote assistance tools, Active Directory, Citrix, VPN, LAN and WAN

What skills/attributes are a must have?

End-user software and hardware support in a mid-to-large size enterprise. Experience includes operating system software, desktops, laptops, tablets, smart phones, printers, telephones and cabling environments

What skills/attributes are nice to have?

•MCSE; MCP; ITIL Certification; CompTIA A+

•Knowledge of Microsoft SCCM

•HDI Support Center Analyst or HDI Service Desk Analyst certification


What are the work hours? (ex. 9am-5pm, day/night shifts, rotating shifts, etc) Mon-Fri 7:00am-5:00pm

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.


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