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Service Desk Analyst in STRONGSVILLE at Acuative

Date Posted: 5/17/2018

Job Snapshot

Job Description



Summary of Position


The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service request.





Essential Functions



 



 






•         Provide first level support for any information technology issue and problem following set processes and procedures






•         Provide assistance by phone, email and/or using a ticketing management system






•         Respond to alerts in a monitoring or management tool






•         Incident Queue Management



 




•         Update the internal knowledge base with issue resolution






•         Update the internal knowledge base with issue resolution details



•         Perform end-user password resets



•         Manage critical incidents



•         Escalate problems as required to Tier 2 and Tier 3 support  teams



•         Quickly and accurately determine incident scope and impact



•         Follow up on tickets at pre-defined intervals until resolved



•         Update daily s status reports and shift handover reports



•         Act as a liaison between customers and technical teams










Position Type/Expected Hours of Work/Travel




•          






Required Qualifications




•         Associates Degree or equivalent work experience


Knowledge of WAN/LAN environments



•         Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.



•         Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting



•         Ability Understanding of ITIL to thoroughly understand business processes and discern system issues from process issues



•         Understanding of ITIL Processes



•         Understandings of ITIL procedure



•         Customer focused



•         Ability to multitask





Additional Qualifications Desired



•         Previous customer service experience a plus



•         ITIL Certifications





Work Environment/Physical Demands



•         Sitting at desk



•         Climbing: Ascending or descending stairs and the like, using feet and legs and/or hands and arms



•         Light work: Exerting up to 20 pounds of force occasionally, and/ or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects


  • The worker is required to have close acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; analyzing data based upon color and distinguishing incident priorities based upon color and distinguishing incident priorities based upon color differences

Job Requirements

 Associates Degree or equivalent work experience


Knowledge of WAN/LAN environments



•         Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.



•         Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting



•         Ability Understanding of ITIL to thoroughly understand business processes and discern system issues from process issues



•         Understanding of ITIL Processes



•         Understandings of ITIL procedure



•         Customer focused



•         Ability to multitask