Service Desk Analyst

4 weeks ago


Denver, United States LanceSoft Full time
The work:

Provides support to end-users for PC Hardware, operating systems, software applications, peripherals, and communication devices. Recommends system modifications to reduce user problems. Typically resolves basic problems.

The requirements:
  • Responds to users request for assistance by initiating and updating database of incident report tickets; tracking open ticket activity and insuring timely resolution per Service Level Agreement (SLAs).
  • nalyzes, diagnoses, and resolves incidents associated with passwords, software, and department business operations using defined procedures and policies.
  • Installs software for users, troubleshoots error messages, and other problems associated with software and provides assistance with usage of the application.
  • nalyzes, diagnoses, and resolves incidents associated with computer hardware, LAN/WAN systems and security, using defined procedures and policies. Escalates incidents to appropriate IT support groups when necessary.
  • Updates and maintains knowledge database with resolutions to issues encountered. Ensures the knowledge base is maintained in a communication style that allows the users easy review for self-support trouble shooting.
QUALIFICATIONS:
  • Proficiency in computer hardware, operating systems, and procedures
  • Proficiency in PC operating systems (Windows XP and Windows 7) and network operating systems
  • Proficient with Microsoft Office Suite
  • Proficiency in IT infrastructure components: PCs, laptops, tablets, Smart phone, peripherals, printers, networks, telephony and security
  • Proficiency in ITIL
  • bility to communicate effectively, orally and in writing
  • bility to use sound judgment and maintain confidentiality.
  • bility to take initiative to identify problems and recommend workable solutions
  • bility to manage time and workload effectively which includes planning, organizing, and prioritizing with attention to detail
  • bility to work a flexible work schedule, on-call 24/7, or at any location
  • bility to gain and maintain technical knowledge in a rapidly changing technology environment


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