IT Service & Incident Analyst II

IDR is seeking an IT Service & Incident Analyst II to join one of our top clients. If you are looking for an opportunity to join a large organization and work within an ever-growing team-oriented culture, please apply today!

Position Overview / Responsibilities for the IT Service & Incident Analyst II :

• Receives a diverse range of client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.)
• Reviews information to define issues and determines the ultimate impact.
• Documents and / or generates CSHD ticket for tracking purposes, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve internal / external client issues.
• Assists with facilitating appropriate resolution tasks to provide service or assistance required.
• Assists with coordinating relevant groups to initiate prompt issue resolution for High to Critical impact issues (e.g., access failures, system availability, etc.).
• Provides level one technical support and develop more in depth knowledge by assisting experienced peers with internal / external client problems (e.g., software updates / installation, non-critical reports, etc.) related to desktop, Personal Computer, or merchant terminals.
• Escalates issues requiring more experience and in depth knowledge.
• Demonstrates a working knowledge of company systems / client operating systems and develops knowledge of company module / system enhancements while participating in external / internal client meetings.
• Verifies systems during and after scheduled outages / maintenance including screens, web sites and other company managed data for clients.
• Monitors critical path processing to confirm that benchmarks are met and notifies clients about missed deliverables

Required Skills for IT Service & Incident Analyst II :

Required :

Preferred :

What's in it for you?

Why IDR?