Service Desk Analyst
About The Position
The Service Desk Tier 1 Analyst provides first-level support by troubleshooting, diagnosing, and resolving IT incidents and Service Requests. This role serves as the initial point of contact at the Service Desk, escalating issues to Tier II when necessary. Responsibilities include filtering Service Desk calls, adhering to documented procedures for break/fix issues or application support for Westinghouse, and gathering and analyzing user information to resolve problems. The Tier 1 Analyst may also support documented Level 2 configuration solutions and is accountable for meeting Service Desk Service Level Agreements and Key Performance Indicator metrics, ensuring smooth problem resolution from initial contact through completion with total contact ownership.
Requirements
- Associates degree in Information Technology or equivalent
- 1-3 years working experience in a Service Desk Role
- HDI HelpDesk Professional or ITIL Foundations Required
- Basic Network Administration Knowledge
- Experience with Windows operating systems is required
- Experience with IOS required
- Experience handling customer technical support calls
- Ability to effectively explain technical information to people with less technical knowledge
- Ability to troubleshoot and solve problems independently by effectively leveraging provided tools
Nice To Haves
- A+ preferred
Responsibilities
- Provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests
- Escalate to Tier II when applicable
- Filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse
- Gather and analyze information about the users issue to resolve their problem
- Provide support for identified Level 2 configuration solutions that have been documented
- Meet the Service Desk Service Level Agreement and KPI metrics
- Assure smooth handling of individual problems from call-in through resolution, practicing Total Contact ownership
- Respond to inquiries and service requests for assistance with the organizations computer system or PC's via Phone, E-mail and chat queues
- Identify problems, troubleshoot and provide 1st level technical support for internal customers for: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone /IPad connectivity and synchronization, among other applications (SAP, EDMS, Documentem, etc.)
- Escalate/Coordinate with 2nd level support with Tier II to resolve problems when necessary
- Assist peers with troubleshooting, SD processes and procedures
- Maintain ticket queues by actively communicating with customers and peers
- Act with a sense of urgency and commitment to resolve issues under pressure
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
