Service Desk Analyst II

2 weeks ago

Huntingdon Valley, United States Jacent Strategic Merchandising Full time
Service Desk Analyst II at XYZ Company

The Service Desk Analyst II plays a crucial role in providing advanced technical support and acting as a bridge between the service desk and other departments. This position involves handling complex technical issues, contributing to IT projects, and guiding less experienced analysts.

Essential Duties & Responsibilities
  • Provide advanced technical and user support, resolving escalated issues from Level 1.
  • Act as a contact point for stakeholders to communicate service statuses, changes, and resolutions.
  • Facilitate issue and change management processes, ensuring optimal workflow and documentation.
  • Offer specialized support for Microsoft Windows, Office, and troubleshoot complex PC, mobile devices, and application issues.
  • Create, maintain, and review detailed systems and program documentation, focusing on process improvements and best practices.
  • Manage network user and hardware accounts, ensuring compliance with IT policies.
  • Engage in high-level communications with end-users and stakeholders during incident management.
  • Conduct in-depth analysis of complex issues to determine causes and develop solutions.
  • Implement call tracking and ticketing systems for advanced tracking and documentation.
  • Mentor Level 1 analysts and support their professional development.
  • Coordinate the acquisition, imaging, and deployment of end-user equipment.
  • Establish strong relationships with IT vendors and partners to enhance service delivery.
  • Stay informed about emerging industry trends and technologies to anticipate future service requirements.
  • Conduct training sessions and create user guides and FAQ materials to promote self-service.
  • Provide training to Customer Support business groups.
  • Stay updated on industry trends and best practices for continuous improvement.
  • Understand and demonstrate safe work practices to ensure a secure work environment.
  • Comply with company policies and procedures.
  • Complete special projects and assigned duties.
Knowledge, Skills, and Abilities
  • Strong experience in IT support roles managing complex systems and projects.
  • Advanced troubleshooting skills across various operating systems and hardware platforms.
  • Expertise in productivity suites and collaborative tools with strong problem-solving skills.
  • Excellent communication skills to explain technical concepts to non-technical individuals.
  • Organizational and time-management abilities with a focus on quality and precision.
  • Leadership qualities, including mentoring, training, and supporting team members.
  • Ability to adapt to changing priorities with a sense of urgency.
  • Self-starter with the ability to develop policies and processes to meet business goals.
Experience and Credentials
  • Bachelor's degree in information technology, computer science, or related field (or equivalent work experience).
  • Professional-level IT certifications (e.g., CompTIA Security+, Microsoft Certified: Azure Administrator Associate, Cisco Certified Network Associate).
  • 3-5 years of progressive experience in technical support roles.
  • Exempt/salary position, may require working beyond standard hours to achieve objectives.

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