7 Service desk analyst Jobs in Irving, TX
Irving ISD is Hiring a Service desk analyst Near Irving, TX
JOB TITLE : SERVICE DESK ANALYST II
WAGE / HOUR STATUS : Non-Exempt
REPORTS TO : Director of Technical Services
PAY GRADE : IT2 (230 Days)
DEPARTMENT : Technology Services
DATE REVISED : April 2023
PRIMARY PURPOSE :
Provide support and guidance for the District’s Application Service Desk. This includes providing direction and support to Service Desk I personnel as needed.
The Application Service Desk is the central point-of-contact for campuses requesting assistance with supported district applications.
QUALIFICATIONS :
Minimum Education / Certification :
High School Diploma or GED
Special Knowledge / Skills :
- Excellent customer service skills.
- Effective organizational, problem-solving, communication, and interpersonal skills.
- Proficient keyboarding skills.
- Ability to operate computing devices and peripherals using a variety of basic applications. Vast knowledge of varied enterprise IT elements (i.
e. networking, cybersecurity, account management, etc.) preferred.
- Ability to effectively use district programs after basic training.
- Ability to work independently with minimum supervision.
Minimum Experience :
- Technology experience in a school environment or other comparable experience.
- Experience working in a process-oriented IT service organization.
MAJOR RESPONSIBILITIES AND DUTIES :
- Provide direction and support to Service Desk I personnel as needed.
- Perform Service Desk I tasks and responsibilities when needed.
- Assist in rolling new applications.
- Route incidents and service requests to support specialist groups or individuals as needed.
- Analyze incidents and service requests for correct prioritization, classification and providing initial support.
- Provide ownership, monitoring, tracking and communication for incidents, service requests, and problem tickets.
- Generate problem and / or parent ticket as the need is recognized.
- Provide resolution and recovery of incidents not assigned to support specialist groups.
- Close incidents and service requests efficiently and timely.
- Monitor the status and progress towards resolution of incidents and service requests as directed by supervisor.
- Keep users and the Service Desk informed about incidents and service request progress.
- Escalating incidents, requests, and problems as necessary per established escalation policies.
- Assist with the management of district-wide technology support ticket management system.
- Contribute to Knowledge Management system.
- Assist in training district personnel as needed.
- Coordinate service desk activities among all service desk personnel. This includes assisting and training junior service desk personnel as needed.
This also includes collecting service desk-related data and presenting statuses to supervisors as necessary.
- Generate and analyze data for continuous improvement using established KPIs.
- Assist licensed users with obtaining access to district-approved applications and resources. This may include assisting with software installation by providing users with the appropriate access (i.
e. user account, download link, elevated installation privileges, etc.).
- Maintain accurate and complete records in a secure and confidential manner.
- Provide excellent customer service to all users requesting assistance.
- Other duties as directed by supervisor.
EQUIPMENT USED :
Computing devices, peripherals, and multi-line telephone
WORKING
Last updated : 2024-05-19
Job Summary
Full Time
$49k-61k (estimate)
05/21/2024
08/17/2024
jaredvanscoder.com
Irving, TX
<25
Related Companies
The job skills required for Service desk analyst include Customer Service, Service Desk, Networking, Installation, etc. Having related job skills and expertise will give you an advantage when applying to be a Service desk analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service desk analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service desk analyst positions, which can be used as a reference in future career path planning. As a Service desk analyst, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service desk analyst. You can explore the career advancement for a Service desk analyst below and select your interested title to get hiring information.
If you are interested in becoming a Service Desk Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Desk Analyst for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Desk Analyst job description and responsibilities
Service desk analysts must perform multiple functions effectively and simultaneously.
03/07/2022: Long Beach, CA
Service desk analysts must also maintain support tracking systems.
03/25/2022: Florence, SC
Service desk analysts provide technical support to customers and employees.
03/04/2022: Austin, TX
Service desk tools are software that enable the service desk analysts to operate more efficiently and effectively.
04/10/2022: Burlington, VT
A service desk analyst spends the majority of the day performing remote support.
04/11/2022: Scranton, PA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Desk Analyst jobs
Service desk analysts often use Microsoft Office applications such as Word and Excel, but they can also benefit from specific service desk software like Zen desk, HEAT, Fresh Service or Track IT.
02/25/2022: Battle Creek, MI
Customer service skills are the backbone of a successful business.
02/12/2022: Alamogordo, NM
Step 3: View the best colleges and universities for Service Desk Analyst.
Similar Jobs
Popular Articles
