Service Desk Analyst

Infinity Consulting Solutions Las Vegas, NV

Service Desk Analyst Tier 1

Job Description
Essential Duties and Responsibilities
  • Position Summary:

Provides high quality end user technical support to end users including incidents and service requests. Responsible for basic-to-intermediate PC software and/or hardware systems support, primarily via telephone with additional e-mail and self-service activities as needed.Responsibilities include initial assessment, triage, research, and resolution of numerous enterprise applications, products, and/or infrastructure components. Essential duties include:

  • Receive telephone calls from end users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems. Escalate all unresolved calls to higher support levels.
  • Determines root cause and provides accurate, creative, and timely solutions to ensure end-user productivity. Provides a basic level of hardware troubleshooting, repair and installation on specified products to end-users.
  • World Class customer service in all activities facing end users and team members
  • Communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles.
  • Diligently follows standard Service Desk operating procedures; accurately logs all service desk contacts using the Incident Management tracking software
  • Flexibility to backfill for peers when coverage is needed. Including holidays, weekends etc.
  • Informs leadership, customer, and other service desk analysts of problems and progress. Participates in projects that enhance efficiency of end user services.
  • Adapting to constantly changing call volume and remain productive during idle time
  • Multitask during busy times, exercise patience and professionalism during stressful situations
  • Attends training sessions and assists in cross training in order to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk.
  • Prioritization derived from end user and business scenarios
  • Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles. Good problem-solving skills and organizational skills; and an understanding of process.
  • Reference, contribution, and submissions related to the service desk knowledgebase
  • Support, troubleshoot and maintain various IT Network resources/devices for end users such as IP Cisco Phone, Verba Recording Software, and Aruba Remote Devices

Requirements

  • May require an associate degree or its equivalent of 2 or more years related professional experience
  • Ability to follow well defined processes
  • Proficiency with Microsoft Office products (i.e. PowerPoint, Word, Excel, Outlook, SharePoint, and Visio)

and Acrobat Pro

  • Technical aptitude and troubleshooting skills required
  • Outstanding communication, interpersonal skills and ability to interact with all levels of an organization
  • Possess strong organizational skills and attention to detail
  • Ability to manage stressful periods and work effectively in a fast-paced environment
  • Ability to multitask, prioritize and complete assigned tasks
  • Must be self-motivated and able to work with minimal supervision
  • Must be able to work in a team environment and assist team members with fluctuating workload
  • Must be excellent in customer service delivery abilities



Desired Skills

  • 2 or more years of experience in the following technologies, not limited to but preferred: Call Center/Service Desk Practice; Microsoft SCCM, Active Directory, Cisco IP Phone Solutions; Printing Solutions
  • Windows 7 proficiency
  • Exudes professionalism when interacting with all levels of an organization
  • Analyze data, recognize problems, and draw logical conclusions
  • Experience in IT operations and process management
  • Ability to translate technical information into business language
  • Knowledge and understanding of ticketing applications and workflow (Remedy preferred)
  • Demonstrates abilities to troubleshoot and isolate problems between networks, hardware, and other applications




 

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