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Service Desk Support Analyst II

4 months ago

Tempe, United States Progilisys Solutions Full time
Job DescriptionJob Description

The Service Desk Support Analyst II is responsible for leading the daily operations of the service desk, helping to ensure that the service desk is consistently improving with industry best practices, and providing a customer-friendly attitude in a team environment.

Responsibilities

  • Escalation point for all requests and incidents
  • Develop and maintain the phone/ticket escalation processes
  • Determine root cause of healthcare application issues and communicate appropriately to internal and external customers
  • Monitor and manage phone queue (participating in escalated calls as needed)
  • Review and assess Service and Business Service Level Agreements (SLA’s) to set expectations and measure performance
  • Participates in after hours on-call support as needed

Skills and Experience

  • Experience with a ticketing system (Fresh Desk) and managing a ticket queue
  • Experience with IT Documentation software
  • Experience using system/network monitoring tools
  • Proficiency with Active Directory plus ability to write and edit Group Policy Objects
  • Server 2012 Windows 10 experience
  • SCCM experience or knowledge
Company DescriptionProgilisys Solutions, LLC specializes in assessing systems, architectures and application management requirements for highly diversified computing environments, both designing and deploying solutions to meet our customer’s strategic business requirements. As an independent solution provider, we address the relationships between technology, people and process, and in turn recommend the optimum combination of each to help meet our customer’s business and technology objectives.Company DescriptionProgilisys Solutions, LLC specializes in assessing systems, architectures and application management requirements for highly diversified computing environments, both designing and deploying solutions to meet our customer’s strategic business requirements. As an independent solution provider, we address the relationships between technology, people and process, and in turn recommend the optimum combination of each to help meet our customer’s business and technology objectives.