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Service Desk Analyst
1 month ago
Summary of Role
The Service Desk Analyst is the first point of contact between end-users and the Technology department.
The Service Desk Analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills. The Service Desk Analyst will provide technical support to internal staff, dedicated consultants, and business partners. The successful candidate will require an aptitude for working with applications and systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues. There is also a broad range of administration and operational duties as part of this role.
Duties & Responsibilities The duties and responsibilities of this position will include, but are not limited to, the following:
Operations:
Ensure that all incidents are accurately recorded, assigned, and managed using the ServiceNow Ensure that requests from end users via either in-person or remote (telephone or email) are dealt with in a professional and courteous manner and resolved upon first contact where possible Support will include locally based users as well as remote users globally Ensure that video and audio conference setup and configuration are managed and prioritized as part of daily operations Support all LAN network functions and work with Infrastructure team to support changes related to all office connectivity requirements. Network switching and routing knowledge is a plus Support and troubleshooting of wireless access and connectivity Support and troubleshooting of iPhone, iPad, Android, and other tablet devices Comms Room Tasks - Port configuration and troubleshooting; understanding of how firewall rules impact connectivity; wiring comms room equipment; understanding of how UPS and AC's works Managing and scheduling local vendors for comms room equipment maintenance and support Office power-downs and powerups for building maintenance Support all desktop related operations, including the installation of software packages and administration of OS Conduct in-person and remote support as needed to ensure technology across firm is operational Support Infrastructure team with upgrades and various deployments that are required to support the office Perform all telephony / voice administration and services to support office communications Administration and support of Microsoft technologies as it relates to Operating System, Intune MDM, SharePoint, and network services Perform all monitoring of technology services and escalate any issues identified. Assist Infrastructure team as needed to help remediate any problems within the environment Conduct end-to-end service ensuring that there is follow-up until resolution of incidents. Conduct IT-Walkthroughs to ensure that non-reported incidents are addressed Maintain a high degree of customer service for all support queries and adhere to all service management principles Escalate issues to appropriate subject-matter experts in accordance with service[1]level agreements, and follow up on incidents when appropriate Build relationships with subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded Be available on weekends and off-hours for occasional office and system maintenance
Be available on weekends and off-hours for occasional office and system maintenance Administration: Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner Conduct inductions and in-house training for Microsoft Office applications such as Word, Excel, Outlook, and PowerPoint Provide statistics for weekly Service Desk reports including trend analysis Produce support documentation and short videos/animations to assist staff with requests for information and provide training if required. Document and manage knowledge base articles Create and manage user accounts, groups, and distribution lists, and perform password resets Comms room equipment User on-boarding and off-boarding
Additional Responsibilities: Priority is to deal with support tickets but also to work on assigned projects and tasks Perform duties that may be assigned from time to time including report preparation, presentations, training, and KPI reports Responsibilities sometimes require working evening and weekends with short notice
Preferred Qualifications ServiceNow experience or certification Service Desk Institute Analyst certification Microsoft certification o Windows 7/10 and other MS technologies Practical VMWare (vSphere and/or Horizon View) experience Comp TIA A+ ITIL certification is a plus Previous Service Desk experience Cisco telephony, AV and video conferencing skills, Teams/WebEx/Zoom MS, Cisco, VMware technical training and/or certifications are a plus
Education BA/BS degree (required) Computer software and hardware troubleshooting knowledge and experience Software and hardware courses and/or certifications a plus
Key Behaviors and Competencies Ability to work well in a team atmosphere Effective written and verbal communication skills A focus on customer satisfaction, with strong interpersonal skills and responsiveness Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction Adherence to IT policies and processes to ensure consistent quality of service Strong troubleshooting and problem-solving skills Strong knowledge of Microsoft-based systems Working knowledge of AV and Video setup Time management skills to ensure satisfaction with IT services and the completion of projects on time The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users with excellent communication skills and telephone manner Service Desk Analysts are expected to cover specific service and support shifts and manage many end-user requests Service Desk Analysts must foster relationships with end users and other IT service and support subject-matter experts Service Desk Analysts are expected to spend most of their time at their desk, and might be expected to be available for off-hours support, when necessary Service Desk Analysts are expected to have excellent organizational skills and experience managing incidents, business expectations, and communication.
