Robert Half Systems Analyst in Quincy, Massachusetts
Robert Half is looking for a Service Desk Analyst to join our clients project team.
Your responsibilities in this role:
Provides second level support with regards to a request for service until the issue is resolved; this may include escalation of the ticket to the appropriate department to fulfill the service request.
Performs analysis, diagnosis, and resolution of complex problems for end users, including recommendations on and implementation of corrective solutions.
Enters and reports technical problems, causes and solutions within the Incident Management software. Participates as required to meet defined SLA’s. This includes assigning and prioritizing open service requests to oneself or others. Documents reported issues in trouble ticketing system.
Ensures computer systems with the Data Operation are running efficiently (according to documented procedures. Monitors and documents alerts from various monitoring systems to ensure maximum uptime.
Oversees the escalation to third level support for problem recognition, research, isolation, resolution of issues not able to be resolved at L1 and/or L2. Advocates for the associate who reported the issue, keeps them informed of progress, works as an agent for the associate to see the issue come to a quick and successful resolution.
2+ years in a Service Desk, IT Support, Help Desk or Desktop Support role in a retail environment.
Experience and knowledge of POS systems.
Ability to learn and support new systems and technologies in a fast-paced environment.
Strong knowledge of Data Operations, Enterprise and Client Systems, MS Office, PC's, peripherals.
Technology Doesn't Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Questions? Call your local office at 1.888.490.4429. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.