Service Desk Support Analyst

Service Desk Support AnalystThe 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.ResponsibilitiesResponsibilities include:Receive and log customer Incidents and Service Requests received by phone, email or self serviceAccurately classify, prioritize, and record Incident & Request details into the ticketing systemProviding first contact resolution when possibleAssist with dispatch functions and routing of tickets to field techsRouting of tickets to tier-2 resolvers when necessaryTracking and communications with the customer throughout ticket lifecycleTicket closing upon customer consentQualificationsSkill Requirements:Maintains cooperative working relationships with staff members; a good team playerCustomer focused with an understanding of business impactsDetail oriented and organizedOutstanding oral communication skills (English language)Ability to take and provide directionGood troubleshooting and customer service skillsFamiliar with IT Service Management concepts, practices, and proceduresTechnical Requirements:Use of remote support tools for diagnosis and resolutionBreak/fix for Mac OS, Win 7/Win 8/Win10Break/fix for PC, laptop, Mac, iPad, iPhone, Blackberry, android, printersBreak/fix for desktop and mobile device applications:MS Office SoftwareO365 experienceAdobe CS SuiteVMwareWeb browsers IE /Mozilla/Safari/ChromePassword reset and AD unlocksLayer 1 newtorking troubleshooting skillsAS400 experience a plusCitrix ExperienceWriting resolutions and processes and contributing to internal knowledge-baseContinual Service Improvement for Service Desk functionOther tasks assigned by management.Knowledge of the ITIL framework and lifecycleExperience:4+ years Service Desk experienceStrong customer service skillsTechnical Certifications: CompTIA, A+, MSCE a plusThis 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.