Service Desk Analyst L1
3 months ago
Primary Responsibilities
Provide remote support for incidents and requests in support of the distributed end user devices (desktops, laptops, mobiles, and laboratory equipment)Use support tools (e.g. Active Directory Admin Tools, Exchange Admin Center) or have administrator access privileges and apply specific technical knowledge to increase resolution rate (depending on which areas and capabilities granted)With remote administration access to end user workstation granted.Core Incident, Major Incident, Service Request, Problem Management and Knowledge practices involvedResponsible for maintaining and increasing the resolution capability of Application Support ticketsEnsure knowledge and specialization are effectively transferred to Knowledge Manager and other colleagues (e.g., periodic knowledge transfer sessions, ticket solutions, ServiceNow documentations, …)Act as interface with Business Application owners to maintain and increase the resolution capability. Manage periodic meetings with Business Application Owners for reviewing documentation, follow-up application changes and releases, outages, known errors and solutions of escalated ticketsExecute ongoing effort to improve first level resolution by analyzing improvement areas and proposing improvement actionsProvide extended tasks and administration activities (operation, support and maintenance) related to incident resolution covering functional and technical incidents escalated:Active Directory (AD) User and Group ManagementEmail Recipient and Distribution Group ManagementShared Mailbox ManagementSharePoint Permission ManagementMulti Factor Authentication (MFA) Reset request fulfillment.Microsoft Bitlocker Administration and MonitoringAccount and Permission Management for Local Business ApplicationsComplies with relevant Management SystemsComplies with GxPRecognizes the potential consequences of not following the established policies, procedures, and guidelines, including not fulfilling the organization’s compliance obligationsExperience/Technical Knowledge
At least 2 years' Service Desk experienceIn-depth knowledge of desktop hardware, printers, scanners, and networking systemsSolid understanding of desktop operating systems, services, and applicationsStrong knowledge in supporting iOS and Android phones, installation and configurationSolid work experience in creation and removal of AD accounts, granting of permission via AD, enabling and unlocking of AD accounts, AD password resets, etc.Knowledgeable in Email recipient and distribution group managementKnowledgeable with MFA and BitlockerKnowledgeable with Sharepoint permission managementKnowledge of remote access systems such as BomgarAbility to troubleshoot complex software and hardware issues.Excellent communication skills.Critical thinker and problem solver.Good interpersonal and customer service skills.Ability to work in a Team both local and remote
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