Service Desk Analyst I – 3rd shift 11:00 PM – 7:30 AM Sun- Thurs
The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escape IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service request.
Preferrable of 1-2 years’ experience
Complete all mandatory Information Security & Compliance training
Functions:
First Level support for any information technology issue and problem following set processes and procedures
Provide assistance by phone, email and/or using a ticketing management system
Respond to alerts in a monitoring or management tool
Documentation for updates on internal knowledge base resolution and details
End user password updates
Manage critical incidents, escalations, and determine incident scope and impact
Update tickets timely
Liaison between customer and technical teams
Applicants should have
Preferred Associate’s degree or equivalent work experience
Knowledge of WAN/LAN environments
Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.
Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting
Ability to understand ITIL to thoroughly understand business processes and discern system issues from process issues
Understanding of ITIL Processes and Procedures
#J-18808-Ljbffr
Preferrable of 1-2 years’ experience
Complete all mandatory Information Security & Compliance training
Functions:
First Level support for any information technology issue and problem following set processes and procedures
Provide assistance by phone, email and/or using a ticketing management system
Respond to alerts in a monitoring or management tool
Documentation for updates on internal knowledge base resolution and details
End user password updates
Manage critical incidents, escalations, and determine incident scope and impact
Update tickets timely
Liaison between customer and technical teams
Applicants should have
Preferred Associate’s degree or equivalent work experience
Knowledge of WAN/LAN environments
Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.
Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting
Ability to understand ITIL to thoroughly understand business processes and discern system issues from process issues
Understanding of ITIL Processes and Procedures
#J-18808-Ljbffr