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Description
Looking for a new opportunity? Apply for this Help Desk Analyst II role with a growing company in the Manufacturing field. This position requires a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. We need a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. We're looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. As the Help Desk Analyst, you should also be aware of how your role relates to IT projects and IT Service Management initiatives. This includes understanding Incident, Problem, Change Management and other processes. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. If you can cover alternative shifts when needed, you will be successful at this Analyst job.
Your responsibilities
- Facilitate user account management: Onboarding, change and departure processes
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
- 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
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Requirements
- ITIL certification a plus
- Working knowledge in one or more programming or scripting language
- Must be able to work independently with minimal supervision
- This position requires 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
- Excellent communication and organizational skills
- Ability to handle multiple tasks to prioritize needs and expedite tasks upon request
- Ability to simplify complex problems and build solutions
- Proficient in analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction
- Ticketing System experience preferred
- Microsoft Office 365 experience
- Strong familiarity with Support Tickets
- Adeptness in Microsoft SCCM
- Command of Basic Troubleshooting
- Comprehensive knowledge of customer service
- 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
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