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Form of workJob Description
Service Desk Analyst
As a Service Desk Analyst, you will work alongside a team of other analysts providing advanced support for internal and external customer’s hardware and software issues. You will act as the intermediary and mentor for L1 analysts, working on their escalations and resolving or interfacing with other teams as needed. Excellent troubleshooting skills, a sense of urgency, and the ability to prioritize time with minimal supervision are a must.
Position Responsibilities· “Go-To” resource for the Service Desk team while working closely with management on strategic goals, including knowledge management and special projects
· Work closely with Senior Service Desk Analysts and escalation teams to help shape tier 1 support processes
· Catch mistakes and information gaps in tickets to ensure high quality
· Provide Tier-3 escalation support for Microsoft Office issues
· Create, maintain and advise customers on file shares and security, including NTFS/DFS and Citrix ShareFile
· Help create and maintain support processes for all areas of the business
· Work in an on-call rotation
Required Qualifications: Min experience of 3 yrs, preferably 5+ years experience supporting a mixed environment of enterprise and non-standard applications
· Strong communication and active listening skills
· Strong investigation and diagnostic skills
· Familiarity with ITIL processes
· Basic understanding of networking technologies
Preferred Qualifications:· Familiarity with Cisco phone provisioning
· Familiarity with Citrix hosted applications
· Experience with Active Directory and Kerberos
Additional Knowledge/skills of value:· SolarWinds
· Microsoft SQL Server database experience
· Automation technologies & processes (GE Proficy, PLCs)
