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Service Desk Analyst

2 months ago

Hillsboro, Texas, United States Strategic Systems Full time
Job DescriptionJob Title: Service Desk Analyst

The IT Service Desk Analyst is a key member of the Global Service Desk team, responsible for providing prompt and effective support to end-users through various channels, including phone, email, ticket system/web portal, and walk-up service support. The primary role of the IT Service Desk Analyst is to ensure seamless service delivery to end-users by monitoring and managing the intake of all incidents and support requests.

Responsibilities
• Provide first response, initial triage, and troubleshooting for all support items received through all channels, in line with defined service metrics, SLA's, and OLA's.
• Provide 2nd level support, including deskside support and travel to regional locations as needed.
• Ensure tickets are created for all client contacts.
• Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests.
• Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority.
• As needed, escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
• Identify trends in incidents to support problem management. Record all outages within the ticketing system.
• Provide basic 'how-to' training to end-users.
• Seek approval to purchase, deploy, or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as needed.
• Maintain accurate tracking and recovery of IT equipment.
• Escalate items to vendors under existing support contracts; track/document/escalate vendor compliance to existing SLOs.
• As assigned, author, edit, and QA knowledge base articles, technical procedures, policies, and standard processes related to endpoint technologies.
• Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
• Participate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight, and on weekends.
• Closely adhere to defined Global IT Service Management processes – change management, incident management, knowledge management, problem management, request management, and service level management processes.
• Additional duties as assigned by the Manager, Service Desk.

Technical Expertise
• Resolve all tickets within scope through use of experience, scripts/knowledge base, detailed research, or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.
• Collaborate with and escalate or reassign unresolved tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
• Build and maintain solid skillset/knowledge in troubleshooting the organization's endpoint infrastructure and relevant applications.
• Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support including M365, Intune, browsers, and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones, and other end-user peripherals.
• Create change tickets in support of end-user-related changes. Perform scheduled changes or deployments and ensure accurate completion of change tickets.
• As assigned, research new technologies to stay informed on end-user experience improvement opportunities, endpoint industry standards, and best practices. Make recommendations to Manager, Service Desk for inclusion in technology roadmap.
Project Delivery
• Serve as an assigned resource for approved Service Desk or other IT projects. Collaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordingly. Help ensure relevant milestones and deliverables for assigned projects are met to ensure successful delivery.
Team Leadership
• Actively participate in knowledge sharing, including training new team members and cross-training peers.

Qualifications
• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or related field.
• Minimum 1 year of experience in IT Level 1 support, 2-3 years' experience in IT Level 1/Level 2 support preferred.
• Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.
• Experience supporting M365 applications, and email systems such as Exchange/Outlook.
• Experience troubleshooting issues clients may be having when connecting to or using network services.
• Excellent customer service skills with an ability to demonstrate empathy.
• Experience supporting both onsite and remote users.
• Experience providing Executive-level support.
• Strong troubleshooting, investigative, and problem-solving skills.
• Ability to design and develop end-user & training documentation.
• Enthusiastic and pleasant attitude.
• Strong desire to learn.
• Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes.
• Upholds best practice standards as well as departmental policies and procedures.
• Excellent listening skills, verbal, and written communication.

Additional Skills:
• Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.).
• Experience imaging/deploying desktops, laptops & mobile devices.
• Experience supporting mobile devices using Intune or other MDM solution.
• Experience configuring and managing desk/soft phones using Avaya or other platforms.
• ITIL Foundation certificate.
• Apple Certified Support Professional / Apple Certified IT Professional certification