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Description
Looking for a new opportunity? You might be right for this Help Desk Analyst position with a growing company in the Insurance - Life field. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment, you might succeed at this position. The primary function of this Service Desk Analyst job is to represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. That might mean creating knowledge articles and arranging training for other Service Desk Analysts when needed. This job requires you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. It is important for the chosen candidate to understand how their role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Another important piece of knowledge candidates should have is an understanding of Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. You might find that you need to cover alternative shifts when needed.
How you will make an impact
- This position must facilitate user account management by closing tickets in a timely manner, while upholding customer service standards
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- Provide guidance to Tier 1 support and team members
Requirements
- Ability to multitask and communicate effectively with individuals of all backgrounds
- Background in one or more programming or scripting language
- In this role, the candidate will be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
- Strong problem-solving skills
- Strong communication skills, both verbally and in writing
- This position will be the best fit for a candidate with a combination of superior customer service skills and technical aptitude
- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Deep understanding of Virtualization VDI
- Windows OS experience
- Experience with VOIP (voice over IP)
- Citrix experience preferred
- Expertise in VDI
- ITIL certification a plus
- Ability to work independently with minimal oversight
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