Service Desk Analyst

Bell Integration•Ny, NY

5d•Hybrid

About The Position

Overview Job title: Service Desk Analyst Reporting to: End User Support Manager Responsible for: Working within a dedicated team you will be primarily responsible for 1 st line support covering critical systems for either external customers or our internal staff. Based at: Office and Home Scope: Utilising industry standard toolsets, you will monitor calls, emails and automated alerts, bringing them to an appropriate resolution or escalating where necessary, all under an ITIL aligned framework. Providing support during business hours (Monday to Friday 09.00 – 17.30). Practical, proactive Service Desk Analyst required to join existing team in keeping end users operational and ensuring critical systems are online and available. Expected to contribute to continuous improvement activities, working with the team to identify and improve internal processes to delight our customers. Travel to the office when needed to ensure assets are managed in line with our internal processes to our internal standards. Laptop builds, rebuilds along with delivery of laptops and other hardware for new starters in country. Collection of hardware from leavers and from active staff. In country supplier management, setting up and relationship management of those suppliers. Responsibilities Bell Integration is an IT Services company specialising in Infrastructure technology and services including IT lifecycle management, Managed Services, and Consulting & Project Services. We provide onsite and remote Managed Services for a variety of customers across Telecoms, Retail, Media and Financial Services. This can range from desktop support to hardware lifecycle management to specialist technical support. This role will be managing L1 tickets from internal Bell staff and helping, where needed, on internal projects

Requirements

A strong interest in an IT Career
Ability to work on your own initiative and learn new skills
Positive and enthusiastic team player
Excellent communication/ customer service skills and experience
Logical approach to problem solving
Attention to detail
Highly reliable and effective time manager
Appropriate IT background and experience
Appropriate customer facing/user support experience – Tier 1
Extensive knowledge of Microsoft 365
Proficient with operating systems, including but not limited to: Windows 10 Windows Server 2012 – 2019
Basic working knowledge of server infrastructure and networking
Technical troubleshooting in cloud and On-Prem environments
Experience working with ticketing systems such as ServiceNow
Knowledge and understanding of working to defined SLAs
Understanding of IT workflows/ITIL practices

Nice To Haves

Experience of documenting processes and operational procedures
General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
Full driving license
ITIL experience/Certification

Responsibilities

Perform initial triage of incoming service calls/mails/alerts and make appropriate routing decisions
Act as the first point of contact for incidents reported by phone, e-mail or by remote monitoring tools.
Contribute ideas for continual improvement of service desk function and service delivery in general
Help develop efficient service desk tools, policies and procedures
Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
Provide reports and metrics
Complete service desk tasks and administration as defined by the business
Ensure all entries to the service management solution are accurate, concise and timely
Be continually focussed, and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
Pursue personal development of skills and knowledge necessary for the effective performance in the assigned role.
Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from the Team Leader.
Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
Ensure the level of service support reflects entitlement for all opened incidents.
In the event of service support requested beyond entitlement, ensure timely engagement of the Team Leader for resolution.
Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updates