Service Desk Support Analyst

Service Desk Support Analyst

The Service Desk Analyst is the central point of contact between the customer and Highstreet's service delivery organization. The role of the Service Desk Analyst is to provide a wide range of services related to Incident Management and Request Management as defined by ITIL. Setting customer expectations and providing useful status updates is necessary as part of the job to achieve superior customer satisfaction.

This position requires the SD Analyst to utilize a vast array of experience and skills, systems and tools, in support of customers' IT organizations and end-users. The primary function of this position is to provide technical support for hardware, software, network, and telephony related issues, achieving first call resolution whenever possible through use of the knowledge-base and collaboration with tier-2 resolvers. Since the SD Analyst is primarily focused on providing phone support to the customer, outstanding communications skills is essential.

Responsibilities

Responsibilities include:

• Receive and log customer Incidents and Service Requests received by phone, email or self service
• Accurately classify, prioritize, and record Incident & Request details into the ticketing system
• Providing first contact resolution when possible
• Assist with dispatch functions and routing of tickets to field techs
• Routing of tickets to tier-2 resolvers when necessary
• Tracking and communications with the customer throughout ticket lifecycle
• Ticket closing upon customer consent

Qualifications

Skill Requirements:

• Maintains cooperative working relationships with staff members; a good team player
• Customer focused with an understanding of business impacts
• Detail oriented and organized
• Outstanding oral communication skills (English language)
• Ability to take and provide direction
• Good troubleshooting and customer service skills
• Familiar with IT Service Management concepts, practices, and procedures

Technical Requirements

• Use of remote support tools for diagnosis and resolution
• Break/fix for Mac OS, Win 7/Win 8/Win10
• Break/fix for PC, laptop, Mac, iPad, iPhone, Blackberry, android, printers
• Break/fix for desktop and mobile device applications:
• MS Office Software
• O365 experience
• Adobe CS Suite
• VMware
• Web browsers IE /Mozilla/Safari/Chrome
• Password reset and AD unlocks
• Layer 1 newtorking troubleshooting skills
• AS400 experience a plus
• Citrix Experience
• Writing resolutions and processes and contributing to internal knowledge-base
• Continual Service Improvement for Service Desk function
• Other tasks assigned by management.
• Knowledge of the ITIL framework and lifecycle

Experience:

• 4+ years Service Desk experience
• Strong customer service skills
• Technical Certifications: CompTIA, A+, MSCE a plus

This is a full time salaried plus benefits position with Highstreet IT, onsite at our offices in Islandia, NY. The hours are M-Th 6PM-4AM.