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Senior Desktop Support Analyst

4 months ago

Yadkinville, United States Apex Systems Full time
  • Location: Courtney, NC (Near Yadkinville, NC)
  • Shift: M-F 8AM- 5PM
  • Duration: Perm

Primary Responsibilities

  • Manage daily ticket volume on the Service Desk while adhering to ticket handling processes.
  • Mentor and lead the team in utilizing, updating, and improving operational processes and tools.
  • Provide or oversee vendor support to resolve service, hardware, and software incidents within SLA.
  • Lead efforts to create, enhance, and maintain the Service Desk knowledge base.
  • Actively respond to network monitoring alerts and adjust monitoring for positive outcomes.
  • Ensure consistent patching of IT systems.
  • Manage ticket escalations, updates, and communication to achieve business objectives.
  • Quickly triage, escalate, or resolve IT incidents.
  • Participate in service reviews and QA assessments.
  • Liaise between the Service Desk and Advanced Support for escalations.
  • Assist in documenting new processes and procedures while maintaining the knowledge base.