IT Service Desk Analyst (3 to 4 years | BGC)
The key responsibility is to provide call desk services and level 1 technical support to customers and internal divisions. The SSDA differs in that the role embodies more experience and expertise on the Service Desk as a natural progression from the SDA role to incorporate aspects of leading and training more junior staff. Additionally, the role should be seen as responsible for assisting the Technical Services Desk Manager in the overall performance and achievement of Service Desk KPIs.
The SSDA interactions extend to both external parties and internal entities as appropriate to co-ordinate the efforts or relevant resources towards the resolution of all support requests as assigned within ConnectWise
External - customers, service providers and sub-contractors
Internal - Technical teams and Service Delivery Managers; Sub-Divisions and related personnel; colleagues and associates
Customer Service
The Service Desk is a customer-facing entity and the main activities incorporate call handling and basic to intermediate technical services to external customers and internal bodies. These services include responding to and resolving customer support requests (phone calls, emails or directly logged tickets into the Service Desk application) within the agreed Service Level Agreements.
Key activities in this area are: -
- Respond to requests for technical assistance via phone and electronically
- Log all help desk interactions
- Advise user on appropriate action
- Action and escalate situations requiring urgent attention
- Provide leadership and guidance to Service Desk Analysts on Service Desk related tasks
- Assist the Technical Service Desk Manager in the day to day running of the Service Desk
- Technical Support
Service Desk Analysts are tasked with being the first technical contact on support issues and a key objective is to provide first-call fix capabilities to callers and other electronically submitted requests.
Key activities in this area are: -
- Diagnose and resolve desktop/laptop/portable devices hardware, software, and operating issues
- Diagnose and resolve printer hardware, software, and operating issues
- Perform basic administration tasks (such as password resets, account creations/deletions) as defined in the specific customer configuration work rules
- Perform backup checks and perform initial diagnostics of reported issues
- Redirect more complex problems to appropriate senior resources
- Actively engage in all project-related work when requested to do so
- Track and route problems and requests and document resolutions
- Identify and escalate situations requiring urgent attention
General
- Adherence to company policy and procedures
- Attendance at work when required to do so: punctual and reliable.
- Professional conduct and behavior in all dealings with customers, suppliers, colleagues, and company personnel.
Technical
- Able to build, configure and troubleshoot Windows-based Desktop/laptops hardware and software platforms
- Experience in provide basic troubleshooting skills on Apple-based desktops/laptops and tablets
- Perform basic printer and MFD troubleshooting skills
- Perform 1st level domain admin tasks in Microsoft Active Directory (account creation/deletion, policies, DNS, Security and other associates technical elements)
- Understanding of technical backup processes and their importance to operating integrity and risk mitigation.
- Basic network troubleshooting skills (including command-based diagnostics and review such as ping, ipconfig, tracert)
General
- Strong team player
- Able to work autonomously
- Excellent interpersonal skills – ability to interact and partner well with others
- Excellent verbal and written communication skills – ability to interact with all levels in the organization
- Ability to prioritize and re-prioritize work and handle simultaneous assignments
- Strong initiative
- Strong critical thinking ability and problem resolution skills
- Strict understanding and adherence to confidential information
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- Bachelor’s degree in Computer Science (or a related field) or relevant work experience desirable
- Microsoft Certifications or equivalent experience necessary to achieve certification if time is allotted
- Other duties as assigned
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About Eastvantage
At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.
We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.
We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.