What are the responsibilities and job description for the Service Desk Analyst position at CORSERVA INC.?
Job Details
Description
GENERAL SUMMARY:
The Service Desk Analyst is responsible for handling first level support of service requests. This relates to all technology, to include: Physical, Virtual, and Cloud workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
· IT Support relating to technical issues involving Microsoft’s core business applications and operating systems - Physical, Virtual and Cloud.
· Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
· Service Ticketing system/application data entry and queue management
· Support of backup and disaster recovery solutions
· Basic remote access solution implementation and support: VPN, VDI, Remote Desktop Services, and Citrix
· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
· Knowledge Base - System documentation maintenance and review
· Written and Verbal communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
· Improve customer service, perception, and satisfaction
· Fast turnaround of customer requests
· Ability to work in a team and communicate effectively
· Ensure requests are routed to the proper resource or escalated in order to be resolved quickly and efficiently
· Escalate service requests that require engineer level support
· Responsible for entering time and expenses in company systems as it occurs
· Understand processes in company systems by completing assigned training materials
· Enter all work as service tickets into company systems
Qualifications
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
· Diagnosis skills of technical issues
· Ability to multi-task and adapt to changes quickly
· Technical awareness: ability to match resources to technical issues appropriately
· Service awareness of all organization’s key IT services for which support is being provided