Analyst Service Desk 1

JOB DESCRIPTION
A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries assess problems and issues with IT equipment and applications and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.

EIT Service Desk provides remote first and second level continuous IT support for all of in a 24x7x365 multi-channel environment. Service Desk Employees are considered essential personal and must respond to their job responsibilities regardless of weather disaster etc. They must be extremely flexible with their working hours and assigned duties.

Contractor must have reliable transportation as they may need to work from various client locations. Contractor may be required to utilize their personal/company devices/services as needed for remote access.

Required Function 1:

• A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software.
• They respond to user inquiries assess problems and issues with IT equipment and applications and help resolve these issues for users.
• They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.
• EIT Service Desk provides remote first and second level continuous IT support for all of client in a 24x7x365 multi-channel environment.
• Service Desk Employees are considered essential personal and must respond to their job responsibilities regardless of weather disaster etc.
• They must be extremely flexible with their working hours and assigned duties.

Required Function 2:

• Main duties of a service desk analyst is to handle incoming queries and requests from end users either via email or over the phone.
• They take detailed notes of the problem the user is experiencing determine steps they can take to resolve the issue and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user s issue.
• Service desk analysts escalate user support requests to higher-level support teams and experts if they are unable to resolve the issue on their own. They provide supervisors or specialists with notes regarding the problem steps they have already taken to resolve the issue and their diagnosis of the user s problem.
• For particularly complex cases the service desk analyst may receive the user s hardware so that IT specialists can conduct analyses and determine how to fix the problem.
• Throughout the user support process service desk analysts maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users.
• By maintaining detailed records the service desk analyst can also look at a user s history of software or hardware issues and make recommendations to prevent future problems.
• Provides single point of contact for all IT related needs
• Processes service requests via e-mail on-line forms telephone chat employee self-service and walk-ins
• Documents triage and records all incidents or service requests
• Monitor Network systems
• Technical ability to diagnose and resolve common hardware/software issues
• Must have familiarity with operating protocols for desktops laptops and mobile devices
• Must have the ability to solve common applications issues and install software
• Ability to learn new technologies and assist with training end-users
• Document processes and procedures for the internal knowledge base and external knowledge base
• Must be an advocate for the customer to ensure an satisfactory resolution to their request or issue
• Keeping customers advised of the steps being taken to resolve their incident or service request
• Provide service excellence to customers while following the guidelines of the organization
• Assist in enforcement of corporate standard for use of PC software and IT applications
• Ability to work unscheduled time shift work and weekends sometimes in a pressure situation
• Serves as link between multiple support areas to coordinate problem and/or incident resolution

Required Function 3:

• Work Environment Industry office standard however at times high stress.
• Must have the ability to remain at desk to process service requests for long periods of time with/without a break.
• Ability to travel for training sessions and other business related events.
• Use of personal computing equipment telephone multi-functioning printer and any new technology offered.
• After hours work is required without much notice.

Additional Job Requirement 1:
Minimum Qualifications

• High school diploma or GED.
• Experience in Information Technology Business Engineering Network Operations or related area
• Experience in Customer Service related area
• Ability to obtain other IT standard certifications i.e. A Network
• Valid Class C Texas Driver s License

Additional Job Requirement 2:
Competencies

• Technical skills
• Customer Service
• Communication skills
• Problem-solving skills
• Time management
• Team collaboration
• Problem-solving skills

Additional Job Requirement 3:
Physical Demands
Requires manual dexterity sitting standing walking stooping kneeling crouching and crawling. Must be able to exert or lift up to 20 pounds.