What are the responsibilities and job description for the Service Desk Analyst position at Data-Core System, Inc.?
Data-Core Systems, Inc. is a provider of information technology, consulting and business process services. We offer breakthrough tech solutions and have worked with companies, hospitals, universities and government organizations. A proven partner with a passion for client satisfaction, we combine technology innovation, business process expertise and a global, collaborative workforce that exemplifies the future of work. For more information about Data-Core Systems, Inc., please visit https://datacoresystems.com/.
Data-Core Systems Inc. is seeking an Service Desk Analyst to be a part of our Consulting team. You will participate and effectively contribute to the design, development, and training of both IT and business professionals. You’ll provide managerial support for individual initiatives. You will have the opportunity to work with other SME consultants from our existing team.
Responsibilites:
- Incident Logging and Tracking:
- Log all incoming incidents and service requests into the IT Service
Management system with 100% accuracy within 15 minutes of receipt. - Track the progress of each incident and ensure that updates are made within 15
minutes of any status change.
- Log all incoming incidents and service requests into the IT Service
- Initial Triage and Troubleshooting:
- Perform initial diagnosis of incidents, resolving 50% of incidents on first
contact. - Escalate unresolved incidents to appropriate teams within 30 minutes
- Perform initial diagnosis of incidents, resolving 50% of incidents on first
- Customer Communication:
- Provide timely and accurate updates to customers, ensuring at least one
update per day for open incidents. - Achieve a customer satisfaction rating of at least 90% in post-incident surveys.
- Provide timely and accurate updates to customers, ensuring at least one
- Knowledge Base Management:
- Contribute to the knowledge base by creating and updating articles weekly – a
minimum of three per week. - Ensure that at least 90% of knowledge-based articles are up-to-date and
accurate.
- Contribute to the knowledge base by creating and updating articles weekly – a
- SLA Compliance:
- Ensure 95% compliance with SLAs for incident resolution and service
request fulfillment noted in section 4 below. - Monitor and report on SLA performance weekly.
- Ensure 95% compliance with SLAs for incident resolution and service
- System and Process Improvement:
- Identify and recommend process improvements, contributing at least one
improvement suggestion per month. - Participate in continuous improvement initiatives and projects as assigned
- Identify and recommend process improvements, contributing at least one
We are an equal opportunity employer.
