Senior IT Service Desk Analyst

Pivotal Solutions, Inc.•Milton, GA

5d•Onsite

About The Position

We are looking to add a Sr. Service Desk Analyst in our Alpharetta, GA location. This position is a Senior member of the Global IT Service Desk Team providing level 1 & 2 IT phone support to all associates. The role will have an impact on all associates by enabling the talent through the provisioning and support of IT Services.

Requirements

Associates Degree or International Advanced Diploma in Computer Science, Computer Engineering, or MIS. Bachelor’s degree preferred. Five years of relevant work experience with HS Diploma will be considered in lieu of a Degree
5+ years experience working in a Customer Service facing role providing IT helpdesk, service desk or desktop support services.
5+ years experience providing IT remote support for Windows based clients in an enterprise environment
Ability to work flexible hours, 6am - 3pm or 9am - 6pm, or a combination of both
Excellent oral and written communication
Good technical skills with a focus on exceeding customer expectations and improving the customer experience
Ability to clearly communicate technical issues to non-technical people in a friendly and positive manner
Ability to work under pressure, remain calm and defuse situations
Experience providing IT phone support
Experience working with remote control support tools
Ability to follow standard work instructions
Good analytical and troubleshooting skills to quickly diagnose technical issues
Working knowledge of Windows operating systems and client connectivity
Experience creating and managing user accounts in Windows Active Directory and Microsoft Exchange
Experience with file and folder permissions
Good understanding of client computer and server network connectivity
Ability to ensure quick and accurate entry of service request details.

Nice To Haves

Relevant technical certifications from companies such as Microsoft or CompTIA is a plus
Understanding of ITIL, certification is a plus

Responsibilities

Develops End User facing knowledge base articles in support of a Self-Service portal.
Drives the adoption of an End User Self-Service Portal.
Participates in lean management program activities to document, maintain and improve IT standard work processes and procedures to enable consistent global standards and continuous improvement.
Creates and manages all IT incidents and request utilizing the IT ticketing system
Support for onboard & offboard activities, including provisioning and deprovisioning of user accounts
Software deployment
Provides phone support to all associates to ensure effective and efficient incident response and escalation.
Remotely troubleshoots end user inquiries including but not limited to hardware, software and telecommunication issues.
Participates in assigned audit tasks to maintain a secure and compliant environment.
Participates in Asset Management efforts of IT equipment and software licensing.
Participates in an on-call rotation.
Promotes and educates end users on available technologies
Manage tickets to established SLA and KPI's
Determine the correct level of urgency and impact for each incident or request
Provide regular communication and escalation of issues to IT leadership