1 Job in Middletown, CT
Talent groups is Hiring a Service Desk Analyst Near Middletown, CT
Job DescriptionThe Service Desk Analyst role with help oversees all 1st & 2nd level support needs of the agency s desktops, laptops, mobile devices, network, telecommunications systems and all Microsoft based software. �Responsible for managing the IT Service Desk s ticketing systems including escalation, prioritization and dispatching of staff for resolution and ongoing maintenance.� Ensures adherence to service level agreements and KPI metrics and standards.
The candidate will also oversee the IT onboarding and off-boarding process by managing the ordering, configuration, setup, and tracking of required devices, licenses, supplies, and software to ensure within the agreed upon time frames with management.
Responsibilities
- Assist management on recommendations strategies to improvement on services provided to the agency and their manager. �
- Meet service level agreements within timeframes specified in SLA with the agency
- Assist in the enhancements in �the Service Desktop operations and processes including the tools and software to support the growth and needs of the agency
- Provides input on new products/services in support of equipment procurement and deployment efforts.
- Evaluates and recommends products for purchase to improve service delivery�
- Provides technical specifications for purchasing of PCs, laptops, desktop hardware and related products.
- Assist on site analysis, diagnosis, and resolution of complex IT Hardware/Software problems, and recommend, document and implement corrective solutions, including offsite repair for remote users as needed.
- Mentor Jr. Service Desk staff on best practice and technology management
- Assure the updating of IT device images and related software updates across IT areas by working in coordination with Infrastructure, Security and Application teams in testing and validating builds prior to deployment.
- Install, configure, test, maintain, and troubleshoot end-user equipment and related hardware and software in order to maintain or exceed required service levels.
- Collaborate with Security, Infrastructure and Applications teams to ensure efficient operation of the company s computing environment.
- Receive and respond to incoming calls, pages, and/or e-mails regarding IT issues or problems in a timely manner
- Prepare tests and applications for monitoring service desk and equipment performance, then provide performance statistics and reports.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring Desktop/ laptop devices.
- Maintain and track inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment across the agency ensuring inventory accurately reflects movement and redeployment of equipment.
- Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
- When necessary, liaise with third-party support and equipment vendors.
- Maintain service levels agreements
- Meet regularly with on site managers to review performance to service levels agreed upon.
- Organize, track tasks and coordinate the service activities on a daily basis
- Order and receive equipment and maintain inventory stock for repairs and maintenance
- Maintain ticketing system to accurately reflect status of IT tickets.� Closed tickets include detailed resolution Participate in performance improvements activities to improve service, efficiency, �and reduce costs
- Perform other duties as assigned
- College degree in IT or related field is preferred
- 5 year experience
- Excellent customer service skills and attitude
- Strong working knowledge of Microsoft Office products, Active Directory, Exchange, WSUS, Group Policy, Symantec suite and 3rd party client management tools.
Job Summary
Full Time
$82k-103k (estimate)
05/30/2024
06/26/2024
The job skills required for Service Desk Analyst include Customer Service, Service Desk, Active Directory, Microsoft Office, Analysis, Coordination, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Analyst positions, which can be used as a reference in future career path planning. As a Service Desk Analyst, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Analyst. You can explore the career advancement for a Service Desk Analyst below and select your interested title to get hiring information.
If you are interested in becoming a Service Desk Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Desk Analyst for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Desk Analyst job description and responsibilities
Service desk analysts must perform multiple functions effectively and simultaneously.
03/07/2022: Long Beach, CA
Service desk analysts must also maintain support tracking systems.
03/25/2022: Florence, SC
Service desk analysts provide technical support to customers and employees.
03/04/2022: Austin, TX
Service desk tools are software that enable the service desk analysts to operate more efficiently and effectively.
04/10/2022: Burlington, VT
A service desk analyst spends the majority of the day performing remote support.
04/11/2022: Scranton, PA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Desk Analyst jobs
Service desk analysts often use Microsoft Office applications such as Word and Excel, but they can also benefit from specific service desk software like Zen desk, HEAT, Fresh Service or Track IT.
02/25/2022: Battle Creek, MI
Customer service skills are the backbone of a successful business.
02/12/2022: Alamogordo, NM
Step 3: View the best colleges and universities for Service Desk Analyst.
Similar Jobs
Popular Articles
