Service Desk Analyst

Description

Position Summary:

• Client's Service Desk is responsible for providing first tier support to all end-users of the enterprise.
• Because the Service Desk is the end-user’s first point of contact standard, all Service Desk staff must have a basic understanding of technical and systems issues as well demonstrated competence using knowledge tools and the Service Desk Information System.
• Once issues are assessed and identified, the Service Desk either resolves or forwards to the appropriate downstream resource for further analysis and resolution.
• First tier issues typically fall into categories of device, software, network or telecommunications and are readily resolved with tools or expertise.
• Service Desk staff are expected to manage incidents, requests and tasks utilizing available tools.
• Understanding and upkeep of the knowledge documentation is a critical function of Service Desk and all such documentation for support of technology and systems resides in a common catalogue.
• Changes to support processes, contact information, restructuring of roles and positions that impact problem solving/resolution, vendor changes all require updates to documentation.

Essential Duties:

• Demonstrate attention to detail and provide technical assistance/support for desktops, laptops, servers, network connectivity, business applications and voice-over-IP telephone systems.
• Resolves Service Desk Tier 1 incidents, or escalates Tier 2 and 3 support incidents to the appropriate resource or team.
• Breaks down reported incidents into smaller parts, and understands how to resolve or escalate to downstream resources for resolution.

Required Skills & Experience:

• Minimum three (3) years’ experience with support of PC hardware, Windows OS, and standard desktop applications.
• Proven basic job knowledge of systems through prior work experience or education.
• Proven ability to assess and adjust assistance as necessary based on end-user’s technical competence and understanding of reported issue.
• Established ownership and responsibility of a task from start through successful resolution.
• Demonstrated competence in Service Desk related operations, workflows, applications, and IT systems as well as a general understanding of business-related processes and procedures.

Required Education:

• Associate’s degree;

OR

• Associate's degree and five years of relevant experience.