Service Desk Analyst Sr
Service Desk Analyst Sr
Posted on :
11-12-2024
Employer Active
1 Vacancy
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Job Description
Position Description:
- Responds promptly to customer requests; takes a customercentric approach to problem solving; prioritizes tasks for him or herself; assists in prioritization of the Help Desk queue; thoroughly documents all interactions;
- employee acts as a technical escalation for other Help Desk staff;
- responsible for resolving complex technical challenges; addresses advanced configuration issues;
- troubleshoots and resolves hardware and software problems independently;
- works with internal and external IT resources or vendors to identify and resolve hardware or software issues;
- solicits customer feedback to improve service;
- meets commitments;
- manages difficult or emotional customer situations;
- fosters relationships;
- tracks trends and looks for other opportunities to eliminate waste;
- focus on solving conflict; maintains confidentiality;
- addresses budget concerns with the CIO; identifies required resources;
- trains other Help Desk staff.
Skills Required:
- Customer service principles and processes
- Helpdesk ticket management systems
- Microsoft Windows operating systems and applications; Google applications
- Active Directory Users and Computers; MS Administrative tools.
- Client server applications backup software imaging SaaS and Cloud products.
- VMware desktop vitalization
- Computers and peripheral hardware
- Basic computer networking and the OSI model
Experience Required:
- 2 years experience in hands on Help Desk support.
- Physical interaction with agency computer equipmet on site is required.
Experience Preferred:
Combination of 4 years education and/or experience
Education Required: High School diploma or equivalent.
Education Preferred: 2 year degree in a computer science discipline
associate's Degree
Education
Bachelor's Degree
Employment Type
Full Time
Key Skills
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