IT Service Desk Analyst

Posting

Job Summary (Purpose):

To provide central point of contact between users and the IT organization. Offers first line highly responsive support to users on a day-to-day basis. Emphasis on exceptional customer service, first call resolution and timely escalation of unresolved incident/service request.

Key Characteristics:

• Customer focus
• Good listener and communicator to effectively assist customers and provide resolutions
• Ability to manage time to be available to respond to customer issues
• Technical capability, not expert

Duties & Responsibilities:

• Able to respond to customer contacts via Phone and Email, providing excellent customer service, and fast and courteous incident resolution.
• Available within phone system at least 8 hours per day to receive incoming contacts.
• Quick response to requests for support, problem analysis, initial resolution and/or escalation.
• Communicate with IT users regarding their issues, both verbally and by written correspondence.
• Thorough documentation of customer issues in a ITSM ticketing system, manage personal queue from initial ticket reporting through ticket resolution, including documentation and update of shared knowledge base as needed.
• Provide first level support to end-users. This involves user support for all business lines and related departments including: productivity software, network maintenance and other end-user support duties as assigned.
• Able to prioritize and manage time based on the needs of the users as balanced with the company directives.

Knowledge, Skills and Abilities:

• Excellent telephone, oral and written communications skills.
• Excellent customer service skills, including the ability to work with users of all ability levels.
• Working knowledge of Windows operating system, MS Office suite (Word, Excel, PowerPoint, and Outlook).
• Knowledge of VoIP phone systems preferred.
• Knowledge of Citrix environment preferred.
• Knowledge of Thin-Client technology preferred.
• Ability to follow team procedures and documentation.
• Ability to quickly learn proprietary applications that are core to the business.
• Strong drive for proactive continuous self and process improvement.
• Thrive in an environment where team and individual performance is measured on multiple characteristics.

Education and Experience Required:

• Associates or Bachelor’s Degree in a related field preferred but not required.
• CompTIA A (Plus) Certification preferred not required. (in place of degree)
• 1 -2 years’ experience working in a related IT environment or providing strong Customer Service to internal or external customers.

Other Requirements:

• Ability to work flexible schedules including after hours and weekend work as required if needed to respond to business need, and emergency events.
• Minimal travel to other FSC sites.