Service Desk Analyst

Job Summary

Installs, configures, evaluates, maintains, monitors, and troubleshoots client computing hardware and software to meet or exceed published SLAs, with effective management of the customer relationship during the support process. Primarily responsible for providing first level support through handling incoming queries from internal customers. Initial customer contact could be over the phone, via request and incident management self-service, email, messaging or in person.

Responsibilities

• Answers, responds to inbound calls and electronic requests from internal customers.
• Creates and documents all support incidents from internal customers into the IT Service Management system.
• Provides first line support to resolve all tickets at the service desk before transferring to other IT and business teams.
• Analyzes and attempts to resolve tickets related to software and hardware.
• Establishes and develops relationships with other IT teams through frequent constructive communication.
• Complies with and supports policies and procedures.
• Ensures timely resolution or escalation of tickets, and promptly communicates progress to internal customers.
• Handles customers' issues or requests with a professional attitude.
• Provides user support in highly virtualized global environments.
• Participates in the out of hours support call rotation.
• Performs other related duties as assigned.

Qualifications

Experience:

• Extensive application support experience
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with laptops, desktops, mobile devices, etc.
• 2 years equivalent work experience; or an equivalent combination of education and experience

Education:

• A degree in the field of computer information systems and/or professional qualifications with work experience.

Knowledge, Skills, and Abilities:

• Exceptional Customer Service skills, including but not limited to excellent telephone manner and the ability to manage challenging situations and expectations.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent written, oral, and interpersonal communication skills with a focus on listening and questioning skills.
• Ability to conduct research and products to provide support as required.
• Ability to present ideas in business-friendly and user-centric language.
• Excellent technical knowledge of client computing hardware and software, including operating systems, applications, and related products, web browsers, and utility tools such as anti-virus, file management and deployment software.
• Working technical knowledge of current protocols, operating systems, and standards.
• Excellent technical knowledge of mobile devices (smart phones, tablets, etc.).
• Team-oriented and skilled in working within a collaborative environment.

Work Environment

• On-call availability.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals