What are the responsibilities and job description for the Service Desk Analyst position at TAD PGS, Inc?
We have an outstanding Contract position for a Service Desk Analyst to join a leading Company located in the Bonita Springs, FL surrounding area.As a Service Desk Analyst, you will be the main liaison between our field employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will provide top-tier customer support, troubleshoot technical issues, support communication between relevant assignment groups, and be part of the single point of contact for all IT-related issues. A Level 2 Analyst will be responsible for all standard Service Desk Analyst responsibilities but will also be the first point of escalation for questions or issues, maintain the Service Desk knowledge base and Agent training, provide daily reporting, and maintain the call / ticket queue flow.Responsibilities : Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email, and Self-Service tickets, in a fast-paced environmentProvide top-tier customer support for all users, including Senior and C-Level managementBe able to ask efficient probing questions and use working knowledge of our systems to determine the root cause of any issue as quickly as possibleActively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developmentsExplain highly technical processes or applications in a way that is understandable to the standard end userDocument all parts of the interaction with concise and accurate notes in each ticket workedEducate users on new processes or procedures when new enhancements are made to field applicationsAssist the Service Desk Manager in daily metrics and reportingMonitor incoming Email or Self-Service tickets to solve or route accordinglyTest new processes or applications and provide updated training documentation to agentsSupport company-based applications and infrastructure for all North AmericaAnalyze user needs, facilitate support, and provide complete solutions whenever possibleCommunicate issues and opportunities to Service Desk leadershipMaintain a high degree of working knowledge of all IT systems and business applications within the company portfolioProvide accurate and correctly detailed documentation for each solutionRespond to and resolve issues within Service Level Agreement timeframesManage ticket queues to ensure users are getting the fastest service possibleUpdate and maintain knowledge articles for the Service DeskBasic Hiring Criteria : High school diploma or equivalentMinimum 1-3 years of experience in Help Desk Support or equivalent fieldDesired Qualifications : Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experienceExperience working with complex technical issuesKnowledge around IT related systems or applicationsExperience in customer service-related rolesExperience in creating process documentationUnderstanding of ITIL practices and ServiceNow is strongly encouragedMS Office Skills (Excel, PowerPoint, Word) is strongly encouragedStrong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard applicationAbility to be flexible, adapt to change, and work on multiple issues simultaneously and independentlyExcellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized mannerStrong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to being a team playerSelf-Starter : be able to work independently and get work doneApplication Support Service Delivery (Service Management) knowledgeAbility to break down processes in ways that are easily understandable when creating knowledge documentationVEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit : / / The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and / or security clearance requirements, including, as applicable : -The California Fair Chance Act-Los Angeles City Fair Chance Ordinance-Los Angeles County Fair Chance Ordinance for Employers-San Francisco Fair Chance Ordinance
