Service Desk Analyst

Centennial, CO
United States

Experience Required
Degree Required
Employment Type
Work Schedule

Job Description


The Service Desk Analyst is responsible for supporting Shane Co. end-users and services. The Service Desk Analyst is responsible for acting as a liaison between the computer users and the IT staff handling the flow of information from the computer users at home office and the stores; writing and maintaining the needed user and departmental documentation for the computer systems, services, and related systems; understanding how the systems and programs work to be able to help users through problems; design and construction of in-house training materials as well as executing in-house training.


  • Responsible for entering problems calls into the Service Desk Tracking software, problem resolution and communication with the end user from start to finish or close of a call or incident.
  • Responsible for keeping the Service Operations Supervisor and Director of Infrastructure informed regarding current events within areas of your responsibility.
  • Act as an associate “front end” between end users and the IT department. Help coordinate formal user requests for: solving computer related problems, modifying current programs, any new changes required, and suggest IT related “user based” system or procedure improvements.
  • Be a problem analyst and problem solver.
  • Answer and resolve Service Desk calls from local and remote users in stores.
  • Responsible for consistent follow-through to assure problems are resolved.
  • Respond to last minute requests with customer focused attitude.
  • Responsible for creating and maintaining Knowledge Based articles for team resources.
  • Responsible for developing in-depth product knowledge in order to resolve user questions and issues.
  • Utilize remote desktop software with clients to resolve issues or demonstrate solutions.
  • Participate in client conference calls to obtain necessary data for issue or incident resolution.
  • Responsible for achieving and maintaining a high level of technical proficiency.


The primary environment for this role is an open office. Considerable business is conducted using the telephone and computer technology. Travel may be required to stores 10% to 15% of the time. Responsible for working a rotating closing shift. May be required to work after hours depending on business needs.


  • 1-2 years’ Service Desk experience, including experience installing and configuring desktops, laptops, peripherals and mobile devices. Degree in related IT field preferred.
  • Experience with Windows (7,10) and Applications (Word, PowerPoint, Excel, Outlook).
  • Successful experience working with PC based hardware, software and networking components. MAC knowledge a plus.
  • Strong analytical skills, attention to detail, demonstrated consistent follow-through to assure problems are resolved.
  • Excellent written and verbal communication skills. Must be able to communicate with individuals with all levels of technical and non-technical skill sets (i.e. Developers, Project Managers, external users).
  • Effective interpersonal skills and the ability to work independently and as part of a team.
  • Demonstrated technical aptitude to learn, apply and solve technological solutions and/or challenges.
  • Demonstrated ability to work with users, handling problems and requests on the phone and face-to-face with a high degree of professionalism.
  • A working knowledge of Point-of-Sale software and troubleshooting a plus #HP