Service Desk Analyst-THIRD SHIFT

The Service Desk Analyst will contribute to the strategic objectives of the IT Division by providing problem resolution for all Employees throughout the organization. Primarily responsible for the technical support of the business environment. Participate in a team environment to promote Help Desk services to the user community. Provide first-call problem resolution where available.

• Graveyard-shift phone support to include user professionalism and courtesy for a satisfactory IT experience.
• Assist in training user community and new help-desk IT personnel.
• Analyze user issues, problems and concerns
• Provide informational services for all help-desk calls from the user community.
• Account creations, deactivations, password resets, account unlocks.
• Standard ticket support meeting team SLA's.
• Conform to all Enterprise policies, procedures, and security standards.
• Team collaboration for day-to-day operational shift changes.
• Other duties as assigned

• 1yr of IT support experience preferred but not required; supporting Active Roles (AD), remote applications for support and all Windows based Client/Server systems and/or equivalent experience desired.
• Excellent verbal and written communication skills
• PC skill (MS Office products, Word, Excel, Power-Point, Access, OneNote, Outlook)
• Some understanding of LAN, WAN and Internet function
• Some basic understanding of network protocols, concepts and terminology
• Successful work performance demonstrating an ability to communicate effectively, work well with others, use productive work methods, exercise sound judgment and display initiative and innovation on the job
• Training and problem management skills preferred
• Any knowledge of problem ticketing (i.e.…Remedy management system)
• Experience documenting procedures.
• Any form of customer service experience desired.
• Be able to provide phone support for lengthy hours of a day.

INDCH