Service Desk Support AnalystExpleo

Acteur mondial de l'ingénierie, de la technologie et du conseil, Expleo accompagne des entreprises reconnues dans leur innovation afin d'accélérer leur réussite.

Nous nous appuyons sur plus de 40 ans d'expérience dans le développement de produits complexes, l'optimisation des processus de fabrication et la performance des systèmes d'information. Notre expérience sectorielle nous permet d'apporter à nos clients une expertise approfondie propre à stimuler l'innovation à chaque étape de la chaîne de valeur. Le groupe réalise un chiffre d'affaires annuel d'un milliard d'euros.

Expleo est un groupe responsable qui s'engage à placer l'éthique et la diversité au centre de ses pratiques, ainsi qu'à œuvrer pour une société plus durable et plus sûre.

Chez Expleo, épanouissez-vous au cœur d'une communauté de 19 000 collaborateurs hautement qualifiés qui fournissent des solutions à forte valeur ajoutée dans 30 pays.

Notre politique de recrutement est engagée en faveur de l'intégration et du maintien dans l'emploi des personnes en situation de handicap.

Location: Fully Remote (St. Paul, MN)

Employment Type: Full-Time

Are you passionate about technology and enjoy helping people solve technical challenges? Trissential is hiring a Service Desk Support Analyst to join our client's team and provide exceptional technical support to end users. This is a fantastic opportunity to build your IT career, gain experience across a wide range of technologies, and make a direct impact on the employee experience through outstanding customer service.

What's In It for You?

• Make an Impact Every Day - Be the first point of contact for users and help keep critical business operations running smoothly
• Build Your IT Career - Gain hands-on experience supporting a diverse technology environment, including desktops, laptops, mobile devices, networking, and enterprise tools
• Expand Your Technical Knowledge - Develop your troubleshooting, incident management, and customer support skills while working with experienced IT professionals
• Collaborative Environment - Work alongside supportive teams dedicated to delivering excellent service and continuous improvement
• Remote Flexibility - Enjoy the benefits of a fully remote role while contributing to a high-performing service desk operation
• Professional Development - Strengthen your technical expertise and grow your career within a dynamic IT environment

Your Role & Responsibilities

• Provide timely, professional, and consistent phone-based IT support to end users
• Deliver a high-quality customer experience by resolving incidents and service requests efficiently
• Meet established Real-Time Service Objectives (RSOs) and support performance goals
• Document incidents, requests, troubleshooting activities, and resolutions accurately within service management tools
• Respond to technical issues within defined service level expectations
• Troubleshoot hardware, software, mobile device, and connectivity-related issues
• Escalate incidents appropriately when advanced support is required
• Maintain accurate and up-to-date knowledge base documentation
• Follow security protocols and identity verification procedures when assisting users
• Identify potential security concerns and escalate according to established processes
• Participate in knowledge-sharing and knowledge-transfer activities to improve team effectiveness

Skills & Experience You Should Possess

• Experience providing technical support, help desk support, service desk support, or customer-facing IT support
• Strong understanding of computer hardware, software, and mobile device technologies
• Knowledge of Windows, macOS, and mobile operating systems, including basic configuration and troubleshooting
• Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN technologies
• Familiarity with Active Directory, Group Policy, and endpoint security solutions
• Ability to diagnose and resolve hardware, software, and connectivity issues effectively
• Strong organizational skills with the ability to manage multiple support requests simultaneously
• Excellent verbal and written communication skills with a customer-first mindset
• Ability to identify recurring issues and contribute to root cause analysis and process improvements
• Ability to adapt to changing technologies, priorities, and business needs

Bonus Points If You Have

• Experience working in a high-volume Service Desk or Help Desk environment
• Exposure to ITIL best practices, including incident, problem, and asset management processes
• Experience using ticketing or IT service management platforms
• Familiarity with endpoint management and security administration tools
• Experience supporting remote users and distributed workforces
• Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or similar

Education & Certifications You Need

• High School Diploma or GED with four (4) years of technical support experience