Service Desk Analyst

Overview:

Provide first and second line technical support to internal staff. Work with applications / systems to undertake analysis, diagnosis, and resolution of staff problems which may range from straightforward to more complicated technical issues.

Responsibilities:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
• Receiving, logging, and managing calls from internal staff via telephone and email.
• Maintain an Asset Database and track changes.
• Troubleshoot IT related problems from in-house software to hardware, such as Phones, Laptops, PCs and Printers
• Troubleshoot basic network issues.
• Escalate unresolved calls to the infrastructure support team.
• Log all calls in the Service Desk call logging system (Track-IT).
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide basic in-house training in MS Office applications.
• Publish support documentation to assist staff with requests for information and provide staff training if required.
• Create user accounts, reset passwords, create groups, etc.
• Arrange for external technical support where problems cannot be resolved in-house.
• Utilize remote control utilities to provide remote technical support.
• Provide end users with updates on inquires not immediately resolved.
• Follow-up with end users to ensure problem resolution and customer satisfaction.
• Willing to work shifts to accommodate coverage needs.

Qualifications:

Competencies:

Education / Experience:

High school diploma or GED and 2 or more years’ IT service desk and / or call center experience. Industry certifications preferred, such as CompTIA A+, Microsoft.

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010. Experience with using and troubleshooting Outlook 2010 within a network environment (permissions, calendar sharing, and delegation). Experience managing Cisco IP phone systems, Mobile Device Management such as MobileIron, end user management tools such as SCCM and Dameware.

Judgment / Decision Making:

Performs basic, routine work of a technical, mechanical, or specialized nature. Selects correct processes from clearly prescribed rules, past practices, or instruction.

Work Environment:

Most of the time is spent in the office environment, operating a computer.

Physical Demands:

Visual acuity and manual dexterity required to operate computers and proofread documents.

Other:

Occasional extra hours required to meet project deadlines. Attention is frequently shifted between multiple priorities.