Service Desk Shift Analyst

• Identifies, researches, and resolves technical problems
• Answer and handle calls in Service Desk Queue
• Monitors and manages phone, email queue, voicemail and other means of customer entry to the Service Desk
• Provides daily Tier 1 support to end users on a variety of issues
• Analyst will be required to escalate to support teams as required
• Responsible for covering off hours support and ensuring phone coverage at all times
• Analyst will work directly with Delaware counterparts in coordinating after hours desk side support while ensuring appropriate Service Desk coverage
• Share responsibility to monitor various computer systems in the data center
• Accountable for customer and internal IS communications for major incidents
• Troubleshoots incidents across various technology platforms and administers end users accounts
• Prepares, follows and maintains documented procedures utilizing appropriate tools
• Assists Desktop Team by providing desk side support after hours or as needed
• Analyzes production jobs, backup processes, system monitors and server availability
• Escalates to Tier 2 teams as required
• Follow critical incident procedures for system outages including sending outage notifications
• Maintains user and departmental confidentiality at all times

• High School Diploma is required, as well as at least 1 year of specialized training
• Minimum of three (3) years of job-related experience required
• ITIL Foundation/HDI Certifications desired but not required
• Excellent customer support/service skills
• Clear, analytical thinking and problem solving
• Excellent communication skills with ability to present technical concepts in common language
• Ability to handle problems in a calm and responsive manner (Conflict management skills)
• Adaptability to changing environments, processes, technologies
• Time Management

Demonstrates expertise in providing Tier 1 support, troubleshooting technical issues, and managing customer communications effectively. Proficient in following documented procedures and maintaining confidentiality while adapting to changing environments.

• Tier 1 Support
• Customer Support Skills
• ITIL Foundation Certification
• Analytical Thinking Time Management

• Technical Problem Resolution
• Incident Troubleshooting
• System Monitoring
• User Account Administration
• Backup Process Analysis

• Excellent Communication Skills
• Conflict Management Skills
• Adaptability
• Clear Analytical Thinking

• ITIL Foundation Certification
• HDI Certification

• Customer Service
• Technical Support
• Incident Management

• Service Desk Tools
• Data Center Systems