Service Desk Analyst

Exp: 2 to 3 Years

Job Description:

· Provide accurate, timely and high quality customer-focused assistance. Responsible for the quality and delivery of technical support to customers on the technology used to deliver support of products and services and of related software to internal employees.

· Respond to customers within a designated timeframe with resolution/outcome and ensure customer business needs are met while adhering to ITIL process, corporate standards, and meeting service level agreements.

· Anticipate, identify, reproduce, and resolve problems in areas of specialty in a professional manner

· Demonstrate proficiency in the use of latest Windows Operating system and understands Windows naming conventions (file, directory, path, and drives. Demonstrate the willingness and ability to generate thoughtful, creative approaches to work.

Requirements

Must be able to work the hours of open shift. Basic experience in a Help Desk, Call Center, and Technical Support environment. A knowledge of ServiceNow is preferred or similar ticketing system desired. Demonstrate knowledge in all activities associated with incident, problem, and request resolution management of end user PC hardware and software issues in a Windows operating environment. Having experience with mainframe issues a plus. Experience in the following: Most current Microsoft Windows Operating System as well as Microsoft Office Products. Experience in Remote connectivity via VPN and VDI. Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. Microsoft Windows Server technology.

· Experience in Remote assistance tools such as Webex/PC Assist or similar tool which is used in most Help Desks to take control of customers PC’s.

· Experience in home networks and Wi-Fi in an effort to troubleshoot such issues.

· Experience in Security Administration of Active Directory &/or IBM RACF a plus.

· Not required for this position but a plus if applicant has experience in employee additions, transfers and deletions. Have experience in creating security groups and also experience in server security access.

· Must follow ITIL processes and procedures and ITIL framework certification preferred.

· Ability to work well with others in a team environment including as a member of possible rotational assignments, or as part of a project team