Robert Half Technology Service Desk Analyst in ALBUQUERQUE, New Mexico

Well respected national professional services organization is seeking a Service Desk analyst with proven experience in a dedicated Service Desk role and/or call center environment. . The Service Desk Analyst will be responsible for: Develop in-depth knowledge of the systems environment and routine office systems tools used by our business (e.g. Microsoft Office 2010, Internet, Intranet (Central/SharePoint), VPN, wireless connections, Network, desktop/portable, printer, telephone, mobile devices (iPhone, iTouch, iPad); Work with the customer and business to diagnose, identify and resolve system and/or customer training issues; Providing responsive, accurate, quality feedback on the issue status and resolution; Work to resolve the majority of calls / inquires on the first customer contact; Assist customers with installation and configuration of all Office and PC peripherals; Acquire the necessary expertise in the installation process (hands-on); At a minimum (quarterly), work with desktop services to become experienced on the current set of PCs and peripherals; Provide customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing remote communication with the end user; Effectively triage and document calls / inquiries and provide a seamless escalated transition to the appropriate subject matter analysts (or vendor representative), or ticket escalation as needed.; Track all support center activity in the Support Center system; Ensure closure of open tickets / issues both in the Support Center system and with the customer; Should an issue be open for an extended period of time, provide periodic status updates to the customer. Serve as the advocate for the customer to get their question / issue addressed; Other duties as needed.

Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

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The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

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Req ID: 02800-0010035540

Functional Role: Help Desk/Tech Support III

Country: USA

State: NM


Postal Code: 87109-4373

Compensation: DOE

Requirements: The successful Service Desk Analyst will have experience working in a Service Desk and/or Call center environment. Experience with high call volumn and adhering to Service Desk metrics/KPIs. Experience with Service Now is plus. Experience with Healthcare, specifically Point Click Care (PCC) is plus. Degree is preferred. Interviews are currently being conducted, for immediate consideration please apply and email your resume to with Helpdesk in the subject line. We invite you to follow us on Twitter @RHTAlbuquerque to hear about other New Mexico job opportunities and Tech news!