Service Desk Analyst

3 weeks ago

Trumbull, United States Corserva Inc. Full time

**GENERAL SUMMARY**:
The Service Desk Analyst is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

**Essential Duties and Responsibilities**:

- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Support of disaster recovery solutions
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation maintenance and review
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

**Additional Duties and Responsibilities**:

- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in company systems as it occurs
- Understand processes in company systems by completing assigned training materials
- Enter all work as service tickets into company systems

**Knowledge, Skills, and/or Abilities Required**:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided

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