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Summary:
The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.
Scope of Work/Key Responsibilities:
Monitor telephone system and take calls from APS users
Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA’s
Escalate incidents to level 2 or level 3 support according to established processes and procedures
Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
Remotely connect to user computers and assist with resolving issues as necessary.
Perform proactive support activities including but not limited to:
o Ensuring that antivirus software installed on all machines and scans are completed routinely.
o Update user and asset information in database (as necessary)
Provide support for APS IT projects (as needed)
Follow established processes and procedures.
Report to IT any suggestions that will improve process or make support easier or more efficient
Maintain exceptional customer service posture at ALL TIMES
Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
Record and submit checklists or other documentation as required
Skills and Qualifications:
3 years' work experience (minimum) … 5 years preferred:
HDICSR certification (or similar)preferred
Strong customer service skills
Prior experience with service desk support is a MUST
Prior experience working as a desk side support analyst is a plus
A Certification is a plus
Proficient in understanding of network, wireless support
Knowledge of best practice security standards and techniques is a plus
Microsoft Windows certification is a plus
ITIL experience/certification is a plus
Must have clean criminal record with the ability to pass finger-print background check
Must be authorized to work in the Unites States
Personal Attributes:
Creativity and strong attention to detail
Ability to work effectively on tight deadlines, as necessary
Excellent command of English language
Oral and written communication skills
Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
Ability to work under pressure and stay calm/focused when working with irate customers or users
Positive, productive team player
Desire to learn new skills and improve
Education/Training:
Minimum of Associate degree preferred
3 years’ experience in Service Desk support. Equivalent combination of education and experience will be considered.
Work:
This work will be completed on-site at the Atlanta Public Schools CLL Building located at 130 Trinity Avenue, Atlanta GA 30303. The service desk analyst would need to work in 1 of 3 shifts M, T, W, TH, F (between the hours of 7am – 5pm), except on district holidays.
Leadership:
The Service Desk Analyst will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Manager, who has overall responsibility for the Service Desk Operations. He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.
Job Type: Contract
Pay: $13.00 - $16.00 per hour
Expected hours: 40 per week
Experience level:
Schedule:
Experience:
Work Location: On the road
Full Time
$48k-60k (estimate)
01/18/2024
08/03/2024
syntricatetechnologies.com
Boston, MA
The job skills required for Service Desk Analyst include Help Desk, Customer Service, Service Desk, Written Communication, Microsoft Windows, Attention to Detail, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Analyst positions, which can be used as a reference in future career path planning. As a Service Desk Analyst, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Analyst. You can explore the career advancement for a Service Desk Analyst below and select your interested title to get hiring information.
If you are interested in becoming a Service Desk Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Desk Analyst for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Desk Analyst job description and responsibilities
Service desk analysts must perform multiple functions effectively and simultaneously.
03/07/2022: Long Beach, CA
Service desk analysts must also maintain support tracking systems.
03/25/2022: Florence, SC
Service desk analysts provide technical support to customers and employees.
03/04/2022: Austin, TX
Service desk tools are software that enable the service desk analysts to operate more efficiently and effectively.
04/10/2022: Burlington, VT
A service desk analyst spends the majority of the day performing remote support.
04/11/2022: Scranton, PA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Desk Analyst jobs
Service desk analysts often use Microsoft Office applications such as Word and Excel, but they can also benefit from specific service desk software like Zen desk, HEAT, Fresh Service or Track IT.
02/25/2022: Battle Creek, MI
Customer service skills are the backbone of a successful business.
02/12/2022: Alamogordo, NM
Step 3: View the best colleges and universities for Service Desk Analyst.