Service Desk Analyst

Description

The Service Desk Analyst is responsible for collecting information through customer conversation, accessing support tools, and/or interacting with fellow SSR support staff. Proactively ensures that problems beyond the scope of their ability or responsibility are resolved by timely escalations to other internal or external service resources including NOC, Field Engineering and Vendors.

Essential Duties and Responsibilities:

· Proactively triages new tickets assigning severity and escalation as appropriate, ensuring a superior customer service experience.

· Advises the Help Desk Supervisor of ticket trends and service barriers and suggests corrective actions.

· Monitors the phones, ticket queues, and dashboard for new calls and addresses callers in a timely, courteous, and professional manner.

· Coordinate escalations between the Help Desk, NOC, and other internal teams in SSR.

· Keeps up to date with technical knowledge necessary to deliver Help Desk services.

· Provides remote support for Small to Medium Sized Businesses (SMB) on desktops, laptops, servers, networking, switches, firewalls and other associated IT infrastructure.

· Provides set up, imaging, software installation, staging and deployment services.

· Creates a positive customer support experience and builds strong relationships through detailed communications, deep problem understanding, and root cause analysis to ensure timely resolution to client issues. 

· Responsible for communicating clearly, prompt follow-up, status updates, and handling customers with a consummately professional attitude.

· Analyzes and resolves incidents and requests regarding use of application software or hardware. 

· Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. 

· Documents resolutions and updates self-help and staff knowledge bases.

· Provides after hours support as needed

· Adheres to and supports SSR standards, policies, and procedures.

· Maintains and protects confidentiality. 

· Adheres to Code of Conduct and Mission and Value statements.

· Performs other duties as assigned.

Requirements

· Experience configuring, supporting and managing Microsoft Windows Desktops (Windows 7, 8.1, 10, and 11), Microsoft Office (2010, 2013, 2016, 2019 and 2021), Active Directory, and Office 365 in an enterprise or Small to Medium Sized Business (SMB) environment.

· Work effectively under minimal supervision with strong time-management skills.

· Strong ability to "multi-task" while maintaining quality customer service and teamwork.

· Effective client-facing and phone communications and interpersonal skills.

· Shares knowledge with team members and encourages collaboration amongst peers.

· Exceptional analytical and problem-solving skills, works well under pressure and deadlines.

· Excellent verbal and written communication skills, relays complex information easily.

· Thrives on working well with clients and provides an exceptional client experience.

· Ability to constructively participate in team meetings and brainstorming sessions.

· Reports all work and activity in a Complete, Accurate, and Timely manner.

· Able to work in a fast-paced IT environment

· Able to quickly adapt and service a variety of different IT environments

· Understanding of network concepts

· Understanding of backup solutions would be beneficial 

Minimum Qualifications

· Associate degree (A. A. / A. S.) in IT or equivalent from two-year college or technical school.

· CompTIA A , Security , Network , Microsoft, Google IT Certifications preferred.

· Knowledge of Microsoft Office and Google applications is preferred.

· Experience with Multi-Factor Authorization, Anti-Virus, Phishing, Password Management, Backup, Monitoring, Patching, Active Directory, DNS, Exchange, VOIP, VPN, Web Browsers preferred.

· 2 years of relevant experience in a technical help desk environment

· Experience utilizing ITIL based solutions preferred. ITIL Certification is a plus.

· Experience using / maintaining Active Directory, Exchange, business VOIP phone systems.

· Excellent troubleshooting skills related to Windows operating systems, desktop applications and LAN / general network troubleshooting