Service Desk Analyst
About The Position
The role of the Service Desk Tier 1 Analyst is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable. In addition, will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse. They will gather and analyze information about the users issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. Tier 1 Analysts are responsible for meeting the Service Desk Service Level Agreement and KPI metrics. Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership. Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone, E-mail and chat queues. Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: 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.). Escalates/Coordinates with 2nd level support with Tier II to resolve problems when necessary. Assists peers with troubleshooting, SD processes and procedures. Maintains ticket queues by actively communicating with customers and peers. Must be able to act with a sense of urgency and commitment to resolve issues under pressure.
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 of hardware and software
- 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.
- Act as the first point of contact at the Service Desk and escalate to Tier II when applicable.
- Filter Service Desk calls and follow documented procedures on break/fix or supporting an application.
- Gather and analyze information about user issues to resolve problems.
- Provide support for identified Level 2 configuration solutions that have been documented.
- Meet Service Desk Service Level Agreement and KPI metrics.
- Ensure smooth handling of individual problems from call-in through resolution, practicing Total Contact ownership.
- Respond to inquiries and service requests for assistance with the organization's computer system or PCs via Phone, E-mail, and chat queues.
- Identify problems, troubleshoot, and provide 1st level technical support for internal customers for various systems and applications.
- Escalate/Coordinate with 2nd level support (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
