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Service Desk Analyst

3 months ago

Columbus, Ohio, United States NetJets & EJM Full time

Purpose of Position


The Service Desk Analyst is responsible for delivering excellent experiences while providing great customer support, IT support and quality resolutions.

These responsibiities, part of the NetJets incident, problem, request, and knowledge management practices include intake, triage, troubleshooting, escalation, documentation, and resolution.

The Service Desk provides 24x7x365 level 1 and level 2 support to internal NetJets team members.

As the face of IT and the intake for all IT teams, supported areas/focuses include:
end user softwares, end user hardwares, mobile devices, enterprise & business applications, telecomunication devices, etc. .

Tasks and Responsibilities

  • Participate in all Service Desk core responsibilities of remote support (phone & ticket queue) and onsite support (kiosk).
  • Provides excellent customer experiences while supporting the NetJets technical environment.
  • Provides accurate and complete resolutions for known technical issues and progresses/escalates issues appropriately when outside of Service Desk scope.
  • Ensures follow up on all tickets, confirming successful resolution with end user prior to closure.
  • Utilizes and contributes to Service Desk knowledge management. Consistently research knowledge management when triaging incidents. Identifying gaps within our current knowledge management system and create knowledge articles to fill those gaps.
  • Accurately creates and maintains system user accounts and access as defined.
  • Contributes to Service Desk team meetings and activities.
  • Participates in Service Desk projects and campaigns when assigned.
  • Able to be flexible to assist in coverage during peak times, vacation/sick coverage.

Note:
It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a full list of essential job functions, please refer to the essential functions worksheet for that position.

Education

Associate's in Information Technology or Engineering

Certifications and Licenses

Years of Experience

2-4 years of experience

Core Competencies

Adaptability
Collaboration
Curiosity
Service-Oriented
Strives for Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

Participate in all Service Desk core responsibilities of remote support (phone & ticket queue) and onsite support (kiosk).

  • Provides excellent customer experiences while supporting the NetJets technical environment.
  • Provides accurate and complete resolutions for known technical issues and progresses/escalates issues appropriately when outside of Service Desk scope.
  • Ensures follow up on all tickets, confirming successful resolution with end user prior to closure.
  • Utilizes and contributes to Service Desk knowledge management. Consistently research knowledge management when triaging incidents. Identifying gaps within our current knowledge management system and create knowledge articles to fill those gaps.
  • Accurately creates and maintains system user accounts and access as defined.
  • Contributes to Service Desk team meetings and activities.
  • Participates in Service Desk projects and campaigns when assigned.
  • Able to be flexible to assist in coverage during peak times, vacation/sick coverage.

Note:
It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a full list of essential job functions, please refer to the essential functions worksheet for that position.