Service Desk Analyst

General Summary:

Under specific direction, configures, implements and provides tier 1 support for incident resolution and service request processes regarding employees with technical problems and information technology issues involving applications and the hardware these applications run on (desktop, laptop, VDI, network, IT support applications, business applications and/or telephony services.) Works on routine assignments that will include collaboration and/escalation with specialized expertise whenever necessary.

Essential Duties and Responsibilities:

· Monitors service and incident request channels and resolves or assigns appropriately following IT standards and policies.

· Coordinates and schedules service with customers

· Provides Hardware Break/Fix solutions for Client/Telephony assets, as directed by Supervisor.

· Responsible for ensuring all Operational Service Levels are met.

· Responds to first-level customer questions, resolves or escalates problems as necessary and maintains accurate records for all support requests in trouble ticketing system.

· Manages multiple customer reporting channels (email, phone, walk-up, IMs) and converts them to incidents via the incident tracking system in a timely manner.

· Responsible for user account provisioning and de-provisioning in accordance to documented internal procedures.

· Responsible for new hire set-ups including equipment provisioning and cubicle setup in accordance with the new hire procedure

· Participates in office moves to ensure computer and telephony equipment is working and moved in a timely manner.

· Follows ITSM framework for Incident, Problem, Major Incident, Service Request, and Change Management

· Monitors progress on escalated problems, keeps customers informed and ensures resolution.

· Maintains technical documentation

· Trains users on a limited number of software applications.

· Drafts “Service Notifications” for both scheduled and un-scheduled outage windows.

· Proactively provides advice to prevent service incidents.

· Responsible for diagnosing, assessing, appropriately circumventing and/or finding remedies for routine service incidents (deviations from planned or expected information systems behavior) and service requests.

· Works on routine assignments that will include drawing in of specialized expertise whenever necessary.

· Collaborates in a professional manner with peers and other functional groups to achieve desired service delivery results. Develops strong cooperative relationships within the Client Services group and with other support and IT teams.

· Organizes work and influences others to ensure levels of quality and timeliness, while balancing employee, shareholder, and customer needs.

· Delights every customer with every interaction.

· Other duties may be assigned.

Job Requirements:

· High School degree or above, or equivalent experience

· Strong technical skills on Windows and Office 365 products.

· Familiarity with Jira Service Desk and Confluence

· Basic troubleshooting skills of client, mobile devices, including Iphones and Ipads.

· Basic understanding of telephony and related equipment.

· Basic understanding of business applications.

· Strong customer service skills.

Job Types: Full-time, Contract

Pay: $25.00 - $27.00 per hour

Benefits:

• Dental insurance
• Health insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Maitland, FL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Preferred)
• Windows: 2 years (Preferred)
• Meraki: 1 year (Preferred)
• Jira: 1 year (Preferred)

Work Location: In person