Stefanini is Hiring If you are Bi-Lingual (EnglishSpanish) and love providing best in class customer support, we have the perfect opportunity for you Located in Southfield, MI and working a 9a to 6p shift, the Service Desk Analyst is responsible for providing best in class customer service and support on incident management and request fulfillment, providing exceptional customer service for internal customers and tracking customer issues and requestsby phone or by self-service tickets. Responsibilities o Utilize Service Management system to track IT Issues and Requests o Incident Management resolve level 0-1 issues o Request fulfillment o Know how and when to escalate o Assesses Impact Urgency o Follow Standard Operating procedures o Measured on First Call Resolution, First Level Resolution, Quality tickets, and Customer feedback survey Required Knowledge, Skills, and Abilities o Effective verbal and written communication skills. o Proven knowledge and understanding of problem solving. o Ability to understand computer systems and the function they perform. o Effective customer service skills, friendly and courteous. o Proficient in using MS Office applications o ITIL foundations concepts a plus Required Experience 2 years experience as a IT Service or Help Desk analyst. Experience and understanding of Technical terminology dealing with infrastructure and applications Required Education, Training andor Experience Junior level toward Bachelor s Degree andor Equivalent Work Experience Education to be in the following or a related area Computer Information Systems Required Attributes Leadership Demonstrates the ability to influence others when your authority is limited. Organized - Ability to work in high call volume environment, prioritizing tickets, and escalations Solution Oriented - Develops creative, workable solutions to complex issues. Collaborative - Good at collaborating with end-users, support teams, business specialists, designers and developers around the globe.