Service Desk Analyst II

Responsibilities Responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24x7 Operations Center Responding to phone and self-service requests for assistance from users needing technical support Provide exemplary customer service and professionalism in efforts to resolve incidents Actively participate with other members of the Information Management team in Incident Management Provide coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure Identify patterns in incidents as well as determine and/or create documentation necessary to efficiently resolve any recurrence of the problem Maintain awareness of change management schedules for potential service disruptions Meet department-specific performance metrics while adhering to the incident handling policies and procedures Requirements Degree in Computer Science, Business Administration, or related field Minimum four years experience working with Network PCs, or two years as Service Desk Analyst I MCSA for currently supported Windows Desktop preferred Excellent analytical and problem-solving abilities Excellent verbal, written, and interpersonal skills Self-motivated, organized, and detail oriented Strong documentation skills Understanding of ITIL and ITSM Familiarity with DevOps/Agile process for task flow completion a plus #J-18808-Ljbffr