What are the responsibilities and job description for the Service Desk Analyst position at All Lines Technology?
The role of the Service Desk Tier 1 Analyst is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable. In addition, will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse. They will gather and analyze information about the users issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. Tier 1 Analysts are responsible for meeting the Service Desk Service Level Agreement and KPI metrics
- Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership.
- Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone, E-mail and chat queues.
- Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and iPhone /iPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.)
- Escalates/Coordinates with 2nd level support with Tier II to resolve problems when necessary.
- Assists peers with troubleshooting, SD processes and procedures.
- Maintains ticket queues by actively communicating with customers and peers.
- Must be able to act with a sense of urgency and commitment to resolve issues under pressure
Minimum Requirements :
- Associates degree in Information Technology or equivalent
- 1-3 years working experience in a Service Desk Role
- A preferred.
- HDI HelpDesk Professional or ITIL Foundations Required
- Basic Network Administration
- Knowledge of hardware and software
- Protocol and OS Knowledge:
- Experience with Windows operating systems is required.
- Experience with IOS required
- Experience handling customer technical support calls.
- Ability to effectively explain technical information to people with less technical knowledge.
- Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.