The Service Desk Analyst provides quality level 2 support to multi-client environment, employing a high degree of customer service, technical expertise, and timeliness. Consult and contribute to knowledge base to optimize incident resolution, tracks calls, provides detailed documentation inside ITSM records and follow through on resolution with end users.
Requirements
Responsibilities:
- Handle incoming tickets and provide second level support; document each call verifying customer information and including all troubleshooting steps
- Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards
- Escalate problems to appropriate individual/group
- Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
- Contribute to the Knowledge Base
- Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
- Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed
- Monitor and resolve system generated alerts
- Perform Azure and on-premises server and user endpoint patching
- Troubleshoot and resolve backup failures
Qualifications:
- Bachelor’s Degree in IT preferred and 2-5 years in a service desk environment
- Experience supporting VDI technologies such as Azure Virtual Desktop, iGEL, Citrix, VMware, FSLogix
- Remote Printer Support and troubleshooting
- Experience with Windows OS patching and endpoint patching utilizing inTune is desired
- Experience troubleshooting VPN and Remote Desktop Connections is desired
- Experience with Logic Monitor and Azure Monitor is desired
- Strong listening, verbal, and written communication skills
- A strong sense of urgency and the ability to multi-task effectively with attention to details
- Well-developed organizational, communications and time management skills
- Ticket management knowledge, critical urgency important
- A strong business maturity and professionalism is essential
- Ability to troubleshoot, analyze and resolve customer concerns
- High technical aptitude and strong PC literacy skills including function and capabilities
- Ability to work independently as well as part of a team and function well under pressure
- ITIL, HDI Support Center Analyst Certification, Network+, A+ or Security+ and Azure certifications are highly desired
- Active Directory, Azure Active Directory, passwords, User Creation, GPO, etc.
