Service Desk Analyst (Ft)

• Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose, and engage appropriate technical resources to resolve client issues.
• Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.
• Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
• Must be customer-centric and aggressive in promoting your customers’ needs and getting them met.
• Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.
• Must answer and address all incoming service calls and emails and route accordingly.
• Keep well-documented, up-to-date case notes on all tickets daily.
• Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
• Provide the first level of customer support and resolve issues or escalate as needed.
• Ensure client support requests are well documented and triaged appropriately.
• Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.
• Ensure the logging of all incidents and service requests.
• Conduct timely triage and escalation in accordance with SLA requirements.
• Address and resolve tier 1 level incidents and requests.
• Engage with other Service Desk resources and escalate as needed to other technical teams.
• Accurately document interactions, incidents, and problems.
• Work with the Service Desk and other teams to develop, enhance, and clearly document technical processes and procedures.
• Follow, enhance, and develop procedural documentation related to user account provisioning and management.
• Develop, enhance, and maintain knowledge base articles used by other IT staff.
• Participate in Production support review meetings.

• The candidate must have the following skills or experience:
• Bachelor of Science in Information Technology or related field.
• Minimum 3 years IT support experience and knowledge of Help Desk processes and procedures.
• Minimum 3 years of experience working in IT Help Desk support environment.
• Working knowledge of System Center Service Manager or other enterprise ticketing systems alike.
• Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.
• Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• The ability to work cooperatively with other team members, including team lead/manager, support staff, developers, vendors, etc. a must.
• Proficient with the following technologies: Microsoft Windows 7/10, Microsoft Office 2010/2013/2016, TCP/IP, DNS, DHCP, Telnet, and Active Directory.

SA Technologies specializes in offering IT consulting and Development solutions using Remote as well as onsite IT Teams. Over the years, we have been helping our customers achieve operational excellence and compliance on the cloud. Our expertise lies in delivering quality services, cross-platform skills & supporting you to achieve operational excellence & empower you to become a technology-driven enterprise.