Manifest Solutions is currently seeking a Service Desk Analyst for a position in Columbus, OH.

• Experience troubleshooting issues in an Enterprise Windows and/or Mac environment – Able to resolve at least 60% of assigned incidents at first contact.
• Experience fulfilling service requests, such as installing unpackaged software, installing peripherals or drivers, tracking inventory and on occasion, performing computer refreshes for Windows and Mac devices.
• Commitment to following all ticketing guidelines and adhering to SLO’s and exceeding 95% positive customer satisfaction surveys.
• Installing MDM and troubleshooting mobile devices problems (iOS and Android)
• Troubleshooting issues with Teams, Zoom, or Webex.
• Fluent typing ability and able to conversate via chat with proper grammar and etiquette.
• Communicate effectively with staff by phone and be able to produce written communications (emails/chat) in a prompt and professional manner.
• Other duties as assigned.
  

Job Qualifications

• College Degree and 2 years of direct experience working for an Enterprise Service Desk. Certifications accepted in lieu of experience/education include: HDI, A+, Microsoft Technologies (Windows 11, M365, SharePoint Online permission management), Apple Technologies (Jamf), ITIL Foundations.
• Able to work with general instruction, oversee projects and/or mentor junior staff on policies and procedures.
• Ability to de-escalate difficult situations and effectively collaborate with senior staff and junior staff.

Posted On: Friday, July 26, 2024