Service Desk Support Analyst
3 weeks ago
This position requires the SD Analyst to utilize a vast array of experience and skills, systems and tools, in support of customers' IT organizations and end-users. The primary function of this position is to provide technical support for hardware, software, network, and telephony related issues, achieving first call resolution whenever possible through use of the knowledge-base and collaboration with tier-2 resolvers. Since the SD Analyst is primarily focused on providing phone support to the customer, outstanding communications skills is essential.
Responsibilities
Responsibilities include:
- Receive and log customer Incidents and Service Requests received by phone, email or self service
- Accurately classify, prioritize, and record Incident & Request details into the ticketing system
- Providing first contact resolution when possible
- Assist with dispatch functions and routing of tickets to field techs
- Routing of tickets to tier-2 resolvers when necessary
- Tracking and communications with the customer throughout ticket lifecycle
- Ticket closing upon customer consent
Skill Requirements:
- Maintains cooperative working relationships with staff members; a good team player
- Customer focused with an understanding of business impacts
- Detail oriented and organized
- Outstanding oral communication skills (English language)
- Ability to take and provide direction
- Good troubleshooting and customer service skills
- Familiar with IT Service Management concepts, practices, and procedures
- Use of remote support tools for diagnosis and resolution
- Break/fix for Mac OS, Win 7/Win 8/Win10
- Break/fix for PC, laptop, Mac, iPad, iPhone, Blackberry, android, printers
- Break/fix for desktop and mobile device applications:
- MS Office Software
- O365 experience
- Adobe CS Suite
- VMware
- Web browsers IE /Mozilla/Safari/Chrome
- Password reset and AD unlocks
- Layer 1 newtorking troubleshooting skills
- AS400 experience a plus
- Citrix Experience
- Writing resolutions and processes and contributing to internal knowledge-base
- Continual Service Improvement for Service Desk function
- Other tasks assigned by management.
- Knowledge of the ITIL framework and lifecycle
- 4+ years Service Desk experience
- Strong customer service skills
- Technical Certifications: CompTIA, A+, MSCE a plus
This is a full time salaried plus benefits position with Highstreet IT, onsite at our offices in Islandia, NY. The hours are
M-Th 6PM-4AM.
Skills & Requirements Qualifications
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