Service Desk Analyst

The IT Service Desk Analyst position focuses on the completion of tasks to support Clientprojects and is assigned to Client teams through all phases either individually or with aSenior Service Desk Analyst. The IT Service Desk Analyst will work with team members tosupport Service Delivery. This will involve working closely on environments for the assignedClient and ticket queue (s) to ensure established Service Level Agreements are exceeded. The IT Service Desk Analyst will be assigned to learn and become certified in the tasksnecessary to support Provalus and their Clients. IT Service Desk Analysts will also assist intraining Junior IT Service Desk Analysts . when assigned by the Team Lead. All Provalus employees are to ensure tasks performed adhere to the firm’s SOC 2 Type 2compliance requirements. This includes participation in annual information and networksecurity training and acceptance of spot checks on an ad hoc basis to guarantee thatProvalus is constantly improving. Each member of our team must understand theimportance of the handling of Client data. Shift This team operates 24 X 7 all shifts are open Key Responsibilities and Duties Perform certified tasks assigned by the Shift Lead and/or Team Lead. Provide Tier 1 - 2 level triage and ticket maintenance for IT support environment. Provide effective oral and written communication to Clients and Junior Service Desk Analysts leveraging approved documentation. Acquire and maintain certifications as assigned by the Delivery Manager or in the Career Progression & Education Plan. Continue career progression to meet requirements of Senior IT Service Desk Analyst. Train Junior IT Service Desk Analysts on qualified tasks. Perform other duties as assigned. Candidate Profile Solid understanding of computer hardware, software, and networking Experience with Point - of - Sale (POS) is preferred. Excellent verbal and written communication skills and attention to detail. Experience with ticketing systems (ITIL) and knowledgebase management. Ability and willingness to work individually and in a collaborative team environment. Strong troubleshooting skills and ability to resolve complex technical issues. Ability to follow processes, proced #J-18808-Ljbffr Provalus