Service Desk Analyst Position Available In York, South Carolina
Tallo's Job Summary: The Service Desk Analyst role involves providing first level IT support, troubleshooting, and resolving incidents. Responsibilities include handling calls, escalating issues when necessary, and meeting service level agreements. Requirements include an associate's degree in IT, 1-3 years of service desk experience, and knowledge of hardware, software, and operating systems. The position requires basic network administration skills and certifications like A+ or HDI HelpDesk Professional.
Job Description
Service Desk Analyst
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. In addition, 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 users 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:
Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership.
Responds to inquiries and service requests for assistance with the organizations computer system or PC’s via Phone, E-mail and chat queues.
Identifies problems, troubleshoots and provides 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, Documentem, etc.)
Escalates/Coordinates with 2nd level support to resolve problems when necessary.
Assists peers with troubleshooting, SD processes and procedures.
Maintains ticket queues by actively communicating with customers and peers.
Must be able to act with a sense of urgency and commitment to resolve issues under pressure
Education and Certification’s etc.
Associates degree in Information Technology or equivalent
1-3 years working experience in a Service Desk Role
A+ preferred.
HDI HelpDesk 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 required
Experience handling customer technical support calls.
Ability to effectively explain technical information to people with less technical knowledge.
Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.
At least 1-3 years experience in providing remote phone support.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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Dice Id:
80168849
Position Id:
8650827
