Service Desk Analyst

1 day ago

Atlanta, GA, United States iVision Full time
Job Description - Service Desk Analyst

Title

Service Desk Analyst (Atlanta, GA - Managed Services)

Description

The Service Desk Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning
  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
  • Alert management to emerging trends in incidents.
Acquisition & Deployment
  • Deploy pre-packaged software using distribution tools and processes as requested by end users.
  • Assist in software releases and rollouts according to change management best practices.
Operational Management
  • Assisting in providing Level I support when request volumes are high.
  • Act as an escalation point for advanced or difficult help requests.
  • Build rapport and elicit problem details from service desk customers.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Escalate incidents with accurate documentation to suitable internal and external teams, when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Install antivirus software and ensure virus definitions are up to date.
  • Perform preventative maintenance, including checking and cleaning of workstations and servers, printers, and peripherals.
  • Test fixes to ensure an incident has been adequately resolved.
  • Develop knowledge articles and FAQ lists for end users.
  • Perform post-resolution follow-ups with Level I Analysts as required.
  • Contribute to Service Desk knowledgebase as needed
  • Reinforce SLAs to manage end-user expectations.
  • Provide suggestions for continual improvement.
Position Requirements

Formal Education & Certification
  • College diploma or university degree in the field of computer science and/or 2+ years equivalent work experience.
  • The following certifications are highly desired
    1. ITIL Foundation
    2. Comptia A+
    3. Comptia Network +
    4. Google IT Support Professional
    5. HDI Support Center Analyst (HDI-SCA)
Knowledge & Experience
  • Knowledge of advanced computer hardware, including Apple, Dell, HP, Lenovo, and others as required
  • Experience with desktop and server operating systems, including Windows 7+, Windows Server 2012+, and macOS 10+
  • Extensive application support experience with Microsoft Office
  • Working knowledge of a range of diagnostic utilities, including ManageEngine Desktop Central
  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Strong documentation skills.
  • Fluent English language skills.
Personal Attributes
  • Ability to conduct research into a wide range of computing issues is required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly, business-friendly, and technical language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
Work Conditions
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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