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Service Desk Analyst

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Davenport, IA

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Job Description
The Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. The will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate.Provides technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various softwareThoroughly documents all work completed into the appropriate call-tracking and incident management systems.Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and externalEnsures appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the ServiceAssist in the on-boarding and training of new employeesPreferred QualificationsAssociate’s Degree in Information Systems, Business, or related field, or equivalent experience.Basic computer software applications including MS Office products, email, Internet access, and multimedia technologyKnowledgeable with LAN or WAN networkingWorking knowledge of Windows OSComputer hardware components, systems, and peripheralsPC support background and experience working in a call center / phone support environmentGood organizational and problem solving skillsAbility to multitaskAbility to work in a highly collaborative environmentAbility to work a flexible schedule including overtime as requiredYou want your next step to be the right one. You've worked hard to get where you are today. And now you're ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you'll move quickly along the learning curve and our clients will benefit from your fresh perspective.Experience RSM US. Experience the power of being understood.RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.

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Company Profile
RSM US LLP is a leading provider of audit, tax and consulting services focused on the middle market. We guide our clients through business challenges by understanding their needs and bringing together the right team to address them. With 8,000 professionals and associates in 80 cities nationwide and access to more than 38,300 people in 120 countries through our membership in RSM International, we can meet your needs wherever in the world you do business.

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