Service Desk Analyst presso None

Job Description – Service Desk Analyst

Description

The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Assist in software releases and rollouts according to change management best practices.

Operational Management

• Assisting in providing Level I support when request volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable internal and external teams, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations and servers, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop knowledge articles and FAQ lists for end users.
• Perform post-resolution follow-ups with Level I Analysts as required.
• Contribute to Service Desk knowledgebase as needed
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Position Requirements

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 2+ years equivalent work experience.
• The following certifications are highly desired
  1. ITIL Foundation
  2. Comptia A+
  3. Comptia Network +
  4. Google IT Support Professional
  5. HDI Support Center Analyst (HDI-SCA)

Knowledge & Experience

• Knowledge of advanced computer hardware, including Apple, Dell, HP, Lenovo, and others as required
• Experience with desktop and server operating systems, including Windows 7+, Windows Server 2012+, and macOS 10+
• Extensive application support experience with Microsoft Office
• Working knowledge of a range of diagnostic utilities, including ManageEngine Desktop Central
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Fluent English language skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

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

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