At CLA we create inspired careers.
We recognize that not everyone wants to grow their career in the same way. That's why CLA exists to create opportunities. We promise to know you and help you.
CLA, one of the nation's largest public accounting and professional services firm is currently seeking a Service Desk Analyst in any of the following offices: Minneapolis, MN; Madison, Milwaukee or Appleton, WI; Phoenix, AZ or West Hartford, CT.
As a Service Desk Analyst, you will:
Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests from users experiencing problems with hardware, software, networking, VOIP phone systems, mobile devices, remote desktop configurations, and other computer-related issues
Resolve basic hardware and software related problems and refer more complex problems to Senior Service Desk staff
Log detailed activities, track calls/requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution.
An enthusiastic, positive, "can-do" attitude
Ability to work independently or in a team setting
Working knowledge of IT ticketing systems
Previous customer service experience in a service desk environment is preferred
Strong problem solving skills, detail-oriented mindset and the ability to multitask and demonstrate strong organization skills
Your experience likely includes:
1 + years of equivalent experience working with Pc's. VIOP phone systems, network configurations, and mobile devices is required.
Certifications including A+, MCP or MCSE are a plus
Proficiency with supporting software applications including computer utility programs, desktop management, anti-virus and other desktop maintenance/troubleshooting software
Strong interpersonal and organizational skills while working within a team environment
Strong troubleshooting and problem solving skills
Knowledge of help desk processes and help desk management / ticketing software is a plus
Key points about the role:
The phone queue is the Service Desk's primary responsibility , although we use email and self-service portal queues.
The position averages about 70-90% of the time spent on the phone. It varies depending on shift and time of year
CLA exists to create opportunities for our people, our clients, and our communities. We are a proud equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/
Clifton Larson Allen