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Service Desk Analyst - Plano, TX 75024

Location:               Plano, TX 75024
Compensation:    Depends on Experience + up to 20% bonus + benefits, 6-month contract-to-hire

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About Craftlogic Software

Craftlogic offers you opportunities to work with great companies, leading-edge projects, with the compensation to match. We are owned and operated by technologists like you. We know the value of your skills and so do our clients. Read more about what Craftlogic can do for you.

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The IT Service Desk Analyst will provide first and second line technical support to internal customers.  The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of IT issues/events/problems.  Ancillary administrative duties are also encompassed by this role. 

Specific duties and responsibilities

Technical Support of Issues and Service Requests

  • Initial point of contact for users regarding IT issues
  • Logging and managing calls from customers via phone and email
  • Use of SysAid to track incidents, requests and outages and as a reporting and knowledge base tool
  • Troubleshooting of IT issues from software to hardware to phones
  • Troubleshooting of network issues
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
  • Communicate status and progress of issues in a timely manner
  • Maintain the highest degree of customer service for all users
  • Provide basic user training as necessary on hardware and software unique to the environment
  • Drafting of support documentation to assist with requests for information
  • Active Directory and MS Exchange administration including user and group creation and maintenance

Escalation of Customer Incidents

  • Identify recurring and unresolved incidents
  • Escalate unresolved calls to appropriate team
  • Proactive communication with customers regarding escalation and status 

Personal and Team Development

  • Identify training needs or requirements for yourself and/or for the team

  • Help develop and train other Service Desk Analysts
  • Comply with all company, department and customer policies and procedures
  • Consistently meet Service Desk KPI’s as set by Service Desk Manager

Key Success Criteria & Skills

  • 2 years of previous IT Service Desk/Helpdesk experience
  • Excellent customer service skills
  • Excellent communication and organizational skills
  • Demonstration of ownership of Incidents/Requests
  • High degree of multi-tasking
  • Ability to work independently and as a member of a team
  • Ability to deal with potentially stressful situations
  • Excellent Problem Solving Skills
  • Strong attention to detail
  • Active Directory and MS Exchange administration skills
  • Strong knowledge of Microsoft based operating systems with an emphasis on Windows 7, Windows 8, Office 2013 and Office 365
  • Knowledge of MAC and related operating systems
  • Basic knowledge of Shoretel or similar telephony systems

Job ID: 599
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