Service Desk Analyst

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Job description

Service Desk Analyst

Pat rate: $25/hr

Shift: TBD (1st shift hours)

Location: Hillsboro, TX 76645 onsite at client.

1 year Contract role

OVERVIEW

IT Service Desk Analyst is to ensure prompt service delivery to end users through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up). The Service Desk Analyst aims to resolve all tickets within the team s scope of responsibility, or ensures that all items are correctly reviewed, updated and reassigned to other appropriate IT teams.

RESPONSIBILITIES

Provide first response, initial triage and troubleshooting for all support items received through all channels - phone, email, ticket system/web portal, walk up - for on premise & remotely connected staff across all Global locations in line with defined service metrics, SLA s and OLA s.

Provide 2nd level support, including deskside support and travel to regional locations as may be needed.

Ensure tickets are created for all client contacts.

Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests.

Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority.

Escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.

Identify trends in incidents to support problem management. Record all outages within the ticketing system.

Provide basic how-to training to end users.

Seek approval to purchase, deploy or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as may be needed.

Maintain accurate tracking and recovery of IT equipment.

Escalate items to vendors under existing support contracts; track/document/escalate vendor compliance to existing SLOs.

As assigned, author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies.

Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.

Participate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight and on weekends.

Closely adhere to defined Global IT Service Management processes change management, incident management, knowledge management, problem management, request management and service level management processes.

Additional duties as assigned by the Manager, Service Desk.

Technical Expertise

Resolve all tickets within scope through use of experience, scripts/knowledge base, detailed research or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.

Collaborate with and escalate or reassign unresolved tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.

Build and maintain solid skillset/knowledge in troubleshooting the organization s endpoint infrastructure and relevant applications.

Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones and other end-user peripherals.

Create change tickets in support of end user-related changes. Perform scheduled changes or deployments and ensure accurate completion of change tickets.

Research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards and best practices. Make recommendations to Manager, Service Desk for inclusion in technology roadmap.

Serve as an assigned resource for approved Service Desk or other IT projects. Collaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordingly. Help ensure relevant milestones and deliverables for assigned projects are met to ensure successful delivery.

Actively participate in knowledge sharing, including training new team members and cross-training peers.

QUALIFICATIONS

Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.

Minimum 1 year of experience in IT Level 1 support, 2-3 years experience in IT Level 1/Level 2 support preferred.

Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.

Drug-screen and background screening

Reliable transportation

Benefits (employee contribution):

Health insurance

Health savings account

Dental insurance

Vision insurance

Flexible spending accounts

Life insurance

Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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