Service Desk Analyst

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Role summary:

The role of the Service Desk Tier 1 Analyst is to provide first-level support by troubleshooting, diagnosing, and resolving IT incidents and Service Requests. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable. They will filter Service Desk calls and follow documented procedures on break/fix or supporting an application with the client.

They will gather and analyze information about the user's issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. Tier 1 Analysts are responsible for meeting the Service Desk Service Level Agreement and KPI metrics.

Duties and Responsibilities in order of priority:

• Ensure smooth handling of individual problems from call-in through resolution, practicing total contact ownership.
• Respond to inquiries and service requests for assistance with the organization's computer system or PCs via Phone, E-mail, and chat queues.
• Identify problems, troubleshoot, and provide 1st level technical support for internal customers for the following:
  Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and iPhone/iPad connectivity and synchronization, among other applications (SAP, EDMS, Documentum, etc.).
• Escalate/Coordinate with 2nd level support to resolve problems when necessary.
• Assist peers with troubleshooting, SD processes, and procedures.
• Maintain ticket queues by actively communicating with customers and peers.
• Act with a sense of urgency and commitment to resolve issues under pressure.

Education and Certifications:

Associate's degree in Information Technology or equivalent.

1-3 years of experience in a Service Desk Role.

A+ certification preferred.

HDI Help Desk Professional or ITIL Foundations required.

Skills:

Basic Network Administration.

Knowledge of hardware and software.

Protocol and OS Knowledge:

Experience with Windows operating systems is required.

Experience with iOS is required.

Experience handling customer technical support calls.

Ability to effectively explain technical information to less technical users.

Ability to troubleshoot and solve problems independently using provided tools.

At least 1-3 years’ experience in providing remote phone support.

• Mid-Senior level

• Contract

• Information Technology

• IT Services and IT Consulting

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