Service Desk Analyst

Pomeroy

About The Position

Service Desk Technicians are responsible for assisting employees to resolve time sensitive IT incidents efficiently and accurately to restore normal service operation as quickly as possible and minimize the effect on business operations Support will be provided to users who call the Technical Assistance Centre (TAC) using the ACD system. Coverage is for all businesses globally.

Requirements

Proven previous IT Service Desk and/or Call Centre experience required.
Experience in supporting desktop computers in a Windows/TCPIP environment.
Strong understanding of Microsoft Windows 7 & 10 Operating Systems required.
Strong understanding of Microsoft Office 365 required.
Basic knowledge of User and Security Group Active Directory principles.
Basic knowledge of TCP/IP network principles.
Strong customer facing and communications skills both verbal and written.
Good analytical and problem-solving skills.?
Ability to work with minimal supervision in a high-pressure environment.
Associate degree or equivalent from a two-year college or technical school or related experience and/or training, or equivalent combination of education and experience.

Nice To Haves

HDI Customer Service Representative desirable.
HDI Support Center Analyst desirable.
HDI Desktop Support Technician desirable.
HDI Technical Support Professional desirable.
ITIL Foundation qualification is desirable.
MCP qualification is desirable.

Responsibilities

Receive incoming incidents by telephone.
Validate that this is an incident and not a Service Request, for Service Requests, invoke the Service Request Process.
Log all user and incident details in the ServiceNow.
Screen calls and emails to diagnose the incident and the extent of the incident and set expectations with the customer.
If the incident falls within the Level 1 scope to resolve and does not have to be escalated because of the impact, then attempt to resolve.?Consideration must be given to the expected time that the incident will take to resolve, if this is estimated at greater than 15 minutes then the incident is to be escalated to the appropriate support group.
Escalate incidents giving consideration to the impact.?Priority 1 incidents must be escalated in accordance with the Priority 1 escalation process.??
Fast response to incidents ? support of the user is highest priority.
Install software using SCCM application packages.
Alert management to emerging trends in incidents.
Follow management guidance, adhering to IT policy and procedure Plan workload from assigned and queued tasks.
Understand Signature Aviation IT Services Incident Management, Problem Management, Change Management and Service Request Processes.
Remain familiar with industry and Signature Aviation software and hardware used within Signature Aviation.
Recommend changes to the TAC knowledge base to Service Desk Supervisor.
Create, update and follow documented work instructions.
Work both standard and non-standard business hours, including nights, weekends and public/company holidays as necessary on a permanent, temporary or on-call basis.