What are the responsibilities and job description for the GCC Service Desk Analyst I position at Acuative Corporation?
Job DescriptionService Desk Analyst I – 2nd shift 3:00 PM – 11:30 PM Tues – Sat The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service request.Preferrable of 1-2 years’ experienceComplete all mandatory Information Security & Compliance trainingFunctions:First Level support for any information technology issue and problem following set processes and proceduresProvide assistance by phone, email and/or using a ticketing management systemRespond to alerts in a monitoring or management toolIncident que managementDocumentation for updates on internal knowledge base resolution and detailsEnd user password updatesManage critical incidents, escalations, and determine incident scope and impactUpdate tickets timelyMaintain status reportsLiaison between customer and technical teamsApplicants should havePreferred Associate’s degree or equivalent work experience Knowledge of WAN/LAN environmentsBasic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting Ability to understand ITIL to thoroughly understand business processes and discern system issues from process issuesUnderstanding of ITIL Processes and ProceduresCustomer-focusedAbility to multitaskTuesday - Saturday (3 PM- 11:30 PM)
Salary : $17