IT Service Desk Analyst

Responsibilities:

Under direct supervision, the Service Desk Analyst delivers end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised time frames.

Essential Duties and Responsibilities:

• Facilitate Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
• Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary.
• Document all reported issues, troubleshooting steps and resolutions in the incident management system.
• Provide feedback, additions and updates to the knowledge base where applicable.
• Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
• Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
• Properly evaluate, troubleshoot, escalate, and document issues.

Qualifications:

• Experience with ServiceNow Ticketing System
• Knowledge of PC hardware, computer operating systems and software is required.
• Previous experience with Automated Call Distribution preferred.
• Demonstrates ability to communicate across all levels of the organization; ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required
• The ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential.
• Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.

Educational Requirements:

• This position requires an associate degree in Computer Science, Information Technology, IT Engineering or related technical field or equivalent work experience.
• ITIL knowledge preferred