IT Service Desk/Incident Management/IT Help Desk

3 days ago

East Rutherford, United States Seneca Resources Full time

Position: Service Desk Analyst

Location: East Rutherford, NJ (Remote)

Type: Contract (W2)


Note: This is for a night position working 8:00 pm ET to 8:00 am ET.


Description:

The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.

This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.


Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.

  • Level 1 support.
  • Email handling. Ensure timely review and action of email in the Service desk mailboxes.
  • Familiarity with outlook and the ability to organize and process a large volume of email.
  • Phone call handling.
  • Phone login and logout compliance when on shift.
  • Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.
  • Ensure when shift over, logged out of phone.
  • Demonstrate professional conversation during customer calls.
  • Operation Bridge Manager (OBM) monitoring.
  • Adhere to documented instructions within the alert.
  • Create incident ticket and assign to the appropriate group.
  • Escalation for alert handling and high priority incidents.
  • Utilize Everbridge for handling escalation procedures.
  • Invoke the appropriate Everbridge template for escalation.
  • Ensure escalation actions are documented in incident tickets.
  • Incident ticket (create, update) & manage lifecycle of incident prioritization.
  • Data integrity of incident record (categorization tab, resolution details, assignment, etc.).
  • Proactive contacts for incidents about to breach Service Level Agreements (SLA).
  • Incident restoral and closure.
  • Quality review of all incidents.
  • Create and distribute required daily reports.
  • Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.
  • If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.
  • Remote work – Utilize all the documented procedures when working from home.
  • Avaya soft phone procedures.
  • Establishing bridge lines/Microsoft TEAMS meetings.
  • Transferring calls to bridge lines.
  • OBM monitoring.
  • Elevated system access request handling.
  • Password resets/unlock account – Ensure a service Request ticket is initiated for all of these requests.


Knowledge and Skills Required:

At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.


Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal.


  • ITIL Foundation Certification preferrable, but not required.

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