Service Desk Analyst

Service Desk Analyst







The Help Desk is the first level of support for internal andpartner employees as well as external clients. The Help desk functions asrelief and assistance for internal IT groups. Help desk is responsible for theinitial response in answering, commenting and replying to open incidents. HelpDesk analysts require the ability to identify and organize tickets according topriority and severity and will forward tickets to the appropriate IT group. Thesuccessful candidate will require an aptitude for working withapplications/systems to undertake analysis, diagnosis and resolution of staffproblems, which may range from straightforward to more complicated technicalissues. There is also a range of administration duties within this role. TheSupport Analyst I will receive moderate supervision with on-the job training.After completion of training, employee will receive minimal supervision. Theposition requires open availability as the company supports employees globally.




Essential Responsibilities:

• Monitor multiple ticketing queues and email boxes for tickets assigned and process first-in first-out based on priority and severity
• Route tickets to appropriate IT groups utilizing AtTask
• Provide technical support to questions from employees regarding troubleshooting, diagnosing, and resolving problems via email and phone
• Ability to work on multiple tasks and in various systems while adhering to company Service Desk Standard Operating Procedures
• Complete basic reporting on various ticketing systems
• Provides level one triage and acts as the single point of contact for all IT related issues for all employees, partner centers and customers
• Provide high quality problem solving on more advanced technical issues
• Provides tier I & II support of business applications. Escalates to SME, and higher level support personnel for advanced troubleshooting
• Performs basic systems security administration functions, including user account creation and file system security

Job Requirements

Experience:

• Ability to maintain punctual and regular attendance
• Ability to multi-task efficiently while working on multiple computer programs, communicating with customers and/or clients, and interacting with team members
• Skill in typing efficiently and accurately, including data entry with a 99% accuracy rate
• Skill in producing quality work that demonstrates a very high attention to detail
• Skill in researching, thinking critically, and exercising good judgment when answers aren’t apparent
• Ability to handle confidential information with tact and discretion
• Ability to establish and maintain cooperative and professional working relationships with peers, cross-functional teams, and management
• Ability to communicate effectively both verbally and in writing
• Ability to respond and adapt to rapid change and responsibility

Position: Full availability Service desk is a 24 hour operation. Must be able to beon call and/or work overtime as needed.