Service Desk Analyst

Work with a Top 20 CPA and advisory firm that Accounts for Anything.  Aprio has 40 U.S. office locations, as well as international office locations and more than 3,200 team members that speak 60+ languages across the globe.  By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them. Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio.
Join Aprio's information Technology team and you will help clients maximize their opportunities.  Aprio is a progressive, fast-growing firm looking for a Service Desk Analyst to join their dynamic team.   A Service Desk professional forms the foundation of an organization's IT support structure. As the first point of contact for users experiencing technical issues or seeking assistance, this role is pivotal in ensuring smooth day-to-day operations and delivering excellent customer service. The Service Desk technician is responsible for logging, diagnosing, and resolving basic technical problems, escalating more complex issues, and maintaining clear communication throughout the resolution process.

Position Responsibiltiies

• First-Line Support: Offer initial assistance to users via phone, email, or ticketing systems. Address common issues such as password resets, software installation, printer problems, and basic network troubleshooting.
• Ticket Management: Accurately log all service requests, incidents, and inquiries into the IT service management platform, ensuring detailed information is captured for each ticket.
• Issue Resolution: Diagnose and resolve simple technical problems following established procedures and scripts. Provide step-by-step guidance to users to resolve routine issues.
• Escalation: Identify situations requiring advanced technical expertise and escalate tickets to Level 2 or appropriate support teams, providing all necessary documentation and background.
• Customer Service: Communicate clearly and professionally with users, demonstrating patience, empathy, and understanding. Deliver consistent updates on the status of their requests.
• Knowledge Management: Consult and contribute to the documentation of known issues, resolutions, and frequently asked questions in the organization's knowledge base.
• Follow-up: Ensure all tickets are resolved in a timely manner, following up with users to confirm resolution and satisfaction, and closing tickets upon completion.
• Facilitate the onboarding of new hires by preparing accounts, devices, and access to essential systems. Ensure that departing staff’s accounts are deactivated securely and that devices and data are properly managed in accordance with organizational policies.