Service Desk Analyst II

Responsibilities

• Responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24x7 Operations Center
• Responding to phone and self-service requests for assistance from users needing technical support
• Provide exemplary customer service and professionalism in efforts to resolve incidents
• Actively participate with other members of the Information Management team in Incident Management
• Provide coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure
• Identify patterns in incidents as well as determine and/or create documentation necessary to efficiently resolve any recurrence of the problem
• Maintain awareness of change management schedules for potential service disruptions
• Meet department-specific performance metrics while adhering to the incident handling policies and procedures

• Degree in Computer Science, Business Administration, or related field
• Minimum four years experience working with Network PCs, or two years as Service Desk Analyst I
• MCSA for currently supported Windows Desktop preferred
• Excellent analytical and problem-solving abilities
• Excellent verbal, written, and interpersonal skills
• Self-motivated, organized, and detail oriented
• Strong documentation skills
• Understanding of ITIL and ITSM
• Familiarity with Dev Ops/Agile process for task flow completion a plus