What are the responsibilities and job description for the Service Desk Analyst III position at iVision Scale LLC?
Job Description
Job Description
Service Desk Analyst
Description
The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This role is remote 3 days per week, and onsite in downtown Atlanta 2 days per week.
Responsibilities
Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
Alert management to emerging trends in incidents.
Acquisition & Deployment
Deploy pre-packaged software using distribution tools and processes as requested by end users.
Assist in software releases and rollouts according to change management best practices.
Operational Management
Assisting in providing Level I support when request volumes are high.
Act as an escalation point for advanced or difficult help requests.
Build rapport and elicit problem details from service desk customers.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Escalate incidents with accurate documentation to suitable internal and external teams, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Install antivirus software and ensure virus definitions are up to date.
Perform preventative maintenance, including checking and cleaning of workstations and servers, printers, and peripherals.
Test fixes to ensure an incident has been adequately resolved.
Develop knowledge articles and FAQ lists for end users.
Perform post-resolution follow-ups with Level I Analysts as required.
Contribute to Service Desk knowledgebase as needed
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.
Position Requirements
Formal Education & Certification
College diploma or university degree in the field of computer science and / or 2 years equivalent work experience.
The following certifications are highly desired
o ITIL Foundation
o Comptia A
o Comptia Network
o Google IT Support Professional
o HDI Support Center Analyst (HDI-SCA)
Knowledge & Experience
Knowledge of advanced computer hardware, including Apple, Dell, HP, Lenovo, and others as required
Experience with desktop and server operating systems, including Windows 7 , Windows Server 2012 , and macOS 10
Extensive application support experience with Microsoft Office
Working knowledge of a range of diagnostic utilities, including ManageEngine Desktop Central
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Strong documentation skills.
Fluent English language skills.
Personal Attributes
Ability to conduct research into a wide range of computing issues is required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly, and technical language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Work Conditions
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
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