Service Desk Analyst
Service Desk Analyst
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Overall Purpose
Service Desk Analyst provides initial technical support for all areas within IT. This position will respond to service desk tickets through online portal email telephone or inperson. They will assess the nature of problems and resolving basic support issues and troubleshooting software and hardware troubles on workstations mobile phones business applications and other general IT areas. They will actively monitor ticket queues and incoming requests to ensure fast and accurate response. The position will ensure all incidents and service requests are promptly escalated across IS support teams per policy and procedures as required.
*This position is onsite in Henderson NV
Essential Functions
- Identifies diagnoses tracks and resolves software and hardware issues to ensure optimization of technology environments
- Diagnoses and resolves enduser network or local printer problems PC hardware problems and email Internet and localarea network access problems.
- Escalates service desk tickets or IS requests to appropriate entity
- Maintains accurate end user and issue information in the Service Desk tracking system according to policies and standards.
- Effectively communicates solutions to endusers
- Ensure Service Level Agreements (SLAs) for service desk are met
- Provides remedial training to customers as needed
- Serves as liaison between IS and Business areas
- Documents and reports system issues to managers/supervisors
- Keeps management informed of service disruptions and outages.
- Maintains confidentiality regarding information being processed stored or accessed by the system.
- Provides oneonone enduser problem resolution inperson or over the phone for approved software.
- Coordinates and tracks the delivery set up and configuration of enduser IT hardware software and peripherals.
- Helps support the IT departments objectives by asset tracking and troubleshooting
- Contributes to team effort by accomplishing related results as needed
Knowledge Skills and Abilities
- Strong verbal and written communication skills are required.
- Knowledge of Service Desk workflows
- Knowledge of ITIL framework
- Knowledge of core Microsoft business applications word excel outlook etc.
- Customer Service
- Ability to provide product documentation and training
- Ability to identify and troubleshoot potential issues and participate in their resolution with highest customer satisfaction.
- Ability to work a flexible schedule to meet the needs of the group growth and expansion
- Work independently as well as in a group setting.
- Ability to multitask.
Experience
- 1 years of Service Desk experience
- 2 years of customer service experience
- IS Service Desk experience in a healthcare setting preferred
- Experience and knowledge of ITIL framework preferred
Education
- High school diploma or G.E.D
Required Experience:
IC
Employment Type
Full-Time
