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Service Desk Analyst
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Service Desk Analyst
3 months ago
Duties and Accountabilities:
First line telephone technical support, answering support queries via phone, email, and remotely site computers.Responsible for ensuring accurate processing of new accounts and modification of employee accounts.Maintain a high degree of customer service for all support queries and adhere to all service management and client service principles of the Firm.Take ownership of issues or requests and be proactive when dealing with the issues, ensuring acknowledgement, timely updates and feedback on account administration.Log all calls and emails in the ticketing system, ensuring proper priorities are established and procedures are followed.Escalate complex issues to relevant IT support groups or arrange and coordinate external technical support where problems cannot be resolved in-house.Monitor the ticket queue and ensure all account-related requests and issues are resolved in an efficient and timely manner.Serve as technical resource for account administration to answer questions, identify needs, make recommendations, and carry out research.Create and maintain documentation of account administration procedures, tip sheets, and other documentation as needed to provide efficient flow of communication to the Service Desk and other IT groups including the knowledgebase and intranet.Escalate complex calls to 2nd and 3rd level IT Support teams.Participate in project teams as necessary.Contribute to team effort through effective communication, cooperation, and coordination with other team members.Maintain professional and technical knowledge by reviewing related professional publications.Ensure hardware and software security; perform all duties in accordance with copyright laws and licensing agreements.Rotate within other job functions to learn and transfer knowledge skills.Essential Job Requirements:
At least 2-year service desk (Application/Hardware) experience in medium (500+)- to large-sized (1000+) company; 24x7 environment.College degree in any IT related course or equivalent work experience.ServiceNow as ticketing tool experience is a mustHands-on experience in desk side troubleshooting (PCs, Printers, Mobile)Extensive knowledge of Microsoft-based operating systems (Microsoft 365)Experience in document management systems (Interwoven), distributed time entry programs (DTE), and remote communications applications/security (Citrix/Secure ID) is an advantageSuperior troubleshooting logic, customer service, and telephone etiquette skills.Excellent verbal and written communication skills.A detail and Service-oriented team player who can be flexible with hours if necessary and can work with minimal supervision.Good time management skills.Knowledge of ITIL is essential.Knowledge on Service Desk Institute principle.Hybrid work set-up (2x per week onsite).Amenable to shifting schedule and work on weekends.
