Looking for a new opportunity? Apply for this Help Desk Analyst II role with a growing company in the Energy/Natural Resources field. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills - and you enjoy a fast-paced team-driven environment - we invite you to apply. Service Desk Analysts represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position sometimes includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you're looking for work where you can handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users, this job might be for you. If you understand how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives, you will have an edge over the competition. One of the most important things to understand for this position is Incident, Problem, Change Management and other processes. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. You should be prepared to cover alternative shifts when needed.
How you will make an impact
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- The ideal candidate for this job is able to facilitate user account management by handling onboarding, change and departure processes
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
- Provide guidance to Tier 1 support and team members
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment