What are the responsibilities and job description for the Service Desk Analyst - AA position at Infojini?
8 years experience working in a service desk environment
Proficient with the Microsoft Office suite; knowledge of remote desktop access software utilized to troubleshoot issues remotely
Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4
Knowledge of monitoring software and autoticketing a plus
Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment
Solid relationship management and performance management skills; ability to multitask and effectively prioritize and execute tasks in a high-pressure environment
Excellent customer service skills and effective telephone etiquette; excellent troubleshooting and analytical skills; exceptional interpersonal skills, with a focus on listening and questioning
Knowledge of Remedy or other Service Management tool a plus; ability to clearly and concisely communicate technical information to non-technical users at all organizational levels
Excellent verbal and written communication skills, problem solving, customer service, interpersonal and mentoring skills
Ability to work independently
