Service Desk Analyst

The Service Desk Agent is an entry-level position that provides essential first-line IT support for service requests and incident resolution. The role involves handling various operational tasks within a dynamic 24/7 environment. The primary responsibilities include managing customer calls, monitoring operational dashboards, managing email inboxes, and ensuring the timely resolution or escalation of service incidents.

Key Responsibilities:

• Level 1 Support: Provide initial support for service requests and incidents, ensuring accurate classification, prioritization, and resolution or escalation according to established processes.
• Email Handling: Actively monitor and process emails within the Service Desk mailboxes, ensuring timely responses and actions.
• Phone Support:
  • Login and logout compliance with phone systems during shifts.
  • Respond to customer calls professionally, ensuring availability at the start of the shift.
  • Utilize appropriate codes when not actively taking customer calls.
• Incident Management:
  • Follow Incident Management Process to create and update incident tickets, ensuring accurate data entry (e.g., categorization, resolution, and assignment).
  • Proactively manage incidents approaching Service Level Agreements (SLA) breaches and ensure timely incident restoration and closure.
  • Document actions and escalate high-priority incidents according to standard procedures.
  • Ensure quality review of all incidents.
• Operational Monitoring:
  • Monitor Operational Bridge Manager (OBM) alerts and follow documented procedures to escalate and create incident tickets.
• Escalation Procedures:
  • Use Everbridge for escalation handling, invoking appropriate templates and documenting all actions within incident tickets.
• Reporting & Documentation:
  • Generate and distribute required daily reports.
  • Adhere to standardized work instructions from the Service Desk SharePoint and baseline library, communicating updates or changes to the Service Desk Team Leader.
• Remote Work Procedures:
  • Follow documented procedures for remote work, including Avaya soft phone usage, Microsoft Teams bridge line setup, and remote incident handling (e.g., elevated system access, password resets, etc.).
• Onsite Support (for locations near Dallas, TX ):
  • Provide support for remote personnel, including vendor or law enforcement unit (LEU) escorts, tape management, shipping/receiving, and data center walk-throughs.
  • Assist with hardware removal and installation as needed, ensuring safe access to facilities.

Skills and Experience Required:

• 1-3 years of experience in a Service Desk or IT support role, with familiarity in incident ticketing systems and event management.
• Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint).
• Strong critical thinking skills and the ability to troubleshoot technical issues.
• Excellent verbal and written communication skills, with a professional demeanor.
• ITIL Foundation certification is preferred but not required.

Additional Information:

• Ability to work effectively in a 24/7 environment with flexible shifts.
• Must demonstrate professional behavior and attention to detail in all interactions