Service Desk Analyst
 
The IT Service Desk Analyst position focuses on the completion of tasks to support Client projects and is assigned to Client teams through all phases individually or with a Senior Service Desk Analyst. This role requires no previous IT experience. Provalus offers paid training for individuals who meet the minimum qualifications. The IT Service Desk Analyst will work with team members to support Service Delivery. This will involve working closely on environments for the assigned Client and ticket queue(s) to ensure established Service Level Agreements are exceeded. 

The IT Service Desk Analyst will be assigned to learn and become certified in the tasks necessary to support Provalus and their Clients.
 
All Provalus employees are to ensure tasks adhere to the firm’s SOC 2 Type 2 compliance requirements. This includes participation in annual information and network security training and acceptance of spot checks on an ad hoc basis to guarantee that Provalus is constantly improving.  Each member of our team must understand the importance of the handling of Client data.
 
Key Responsibilities and Duties:
 

• Provide customer support regarding professional taxing software (Prosystem fx Tax, CCH Axcess)
• Perform certified tasks assigned by the Shift Lead and/or Team Lead.
• Provide Tier 1-2 level triage and ticket maintenance for IT support environment. 
• Acquire and maintain certifications as assigned by the Delivery Manager or in the Career Progression & Education Plan.
• Perform other duties as assigned.

• Self-motivated and organized
• Excellent verbal and written communication skills and attention to detail.
• Ability and willingness to work individually and in a collaborative team environment.
• Ability to follow processes, procedures, and work instructions to ensure consistent client experience.
• Ability to handle high call volume environments (30+) calls per day.
• Strong analytical and problem-solving skills
• Ability to compartmentalize and multitask
• Ability to type 50 words per minute with high accuracy
• Ability to provide support to customers/clients in a fast-paced environment

• Operating hours are Monday-Friday between 7am-7pm. Shifts are 8 hours long and include a 1 hour lunch break and two 15-minute breaks.