Service Desk Analyst

The Services Desk Analyst will contribute to the strategic objectives of the IT Division by providing advanced problem resolution for all Employees throughout the company. Primarily responsible for the development and implementation of pro-active problem prevention. Participate in process improvement teams to promote Help Desk services to the user community. Provide reporting to identify problem trends. Provide first call problem resolution.  This is a temporary position with a possibility of turning into a full-time role.  It is a day shift position.

• Researches the root cause of problems, uses advanced diagnostic tools and problem solving techniques for complex issues.
• Insures adherence to service level agreements. Possesses a complex understanding of Business Unit functions and escalates reported problem.
• Responsible for administrative tasks and improvement to the problem management system.
• Analyze problem management reports for IT and Business Units.
• Distribute, compile and analyze Customer Satisfaction Surveys
• Provides customer training needs and documents procedures.
• Plan and coordinate small projects and direct others to project completion. This includes leading project meetings, task management, project timelines, prioritizing work, and managing the project. Provide reporting to management as required

• Conform to the Systems Development Standards when developing and maintaining systems.
• Establish and maintain a client relationship with a customer service perspective that is professional, courteous and respectful. Provide reporting to management as required.
• Provide capitalized labor time reporting. Provide reporting to management as required

• Conform to Problem Management Policies and Procedures when resolving assigned production support problems.
• Conform to Change Management Policies and Procedures.

• Acquire and maintain required business knowledge for the client area.

• Produce periodic Status Report.
• Other duties as assigned.

• Three years experience with supporting on an IBM Mainframe, Unix, NT Server, E-Commerce or Windows based Client/Server systems and/or equivalent experience required
• 2-year college degree in Computer Science, Business Administration, related fields, and/or equivalent experience
• Excellent verbal and written communication skills
• Advanced analytical skills essential: PC skill (MS office products, NT, Word, Excel, Outlook)
• Strong understanding of LAN, WAN and Internet functions
• Proven ability to provide significant technical assistance in the use of IT systems, including workstations, POS, and other IT supported equipment and software
• Knowledge of Network protocols, concepts and terminology
• Successful work performance demonstrating an ability to communicate effectively, work well with others, use productive work methods, exercise sound judgment and display initiative and innovation on the job
• Training and problem management experience
• Proven high problem resolution rate
• Knowledge of Remedy problem management system
• Experience creating crystal reports
• Project management experience
• Experience documenting technical procedures