Service Desk Analyst

GARDEN CITY, NY 11530 | Contract To Hire

Post Date: 02/06/2018 Job ID: 48502 Industry: Technical Support

Overview:

The Service Desk Analyst is responsible to provide courteous, accurate and prompt support to our internal customers. This positions day-to-day activities include utilizing technical troubleshooting skills to solve technical incidents, requests and problems in addition to systematically answering phone calls, voicemail, responding to email, conducting online chat and face-to-face desk-side support. The Service Desk Analyst provides clear documentation of each customer interaction while working within various computer applications and supports a work environment focused on continuously improving the overall success of the department. 

Responsibilities:
  • Responding to requests for help from customers.
  • Troubleshooting and resolving difficult technical issues effectively and efficiently.
  • Prioritizing, evaluating, resolving and escalating calls as required.
  • Providing appropriately detailed and timely follow-up support with customers.
  • Submitting accurate and well-documented solutions consistently for inclusion in the knowledge base.
  • Recording every interaction with a customer into the service management system.
  • Instructing customers in the use of hardware, software and manuals.
  • Configuring and distributing hardware and software to customers in a timely manner.
  • Installing hardware and peripheral components such as monitors, keyboards, printers and disk drives on customers’ machines.
  • Loading specified software packages such as operating systems, word processing and all proprietary software programs into personal computers.
  • Configuring and troubleshooting network hardware and communication equipment, operating systems and personal computers.
  • Interacting with Active Directory for Moves, Adds, and Changes.
  • Configuring and maintaining VDI pools and troubleshooting issues with VDI.
  • Entering commands and observing system functions to verify correct system operation.
  • Recommending or performing minor remedial actions to correct problems identified.
  • Providing updates, status and completion information to the Service Desk Manager through voicemail, e-mail, or in-person communication
  • Monitoring new technologies and/or updates required to support the various systems currently in operation.
  • Self-assigning and monitoring progress of work, reporting progress to the Service Desk Manager on a regular basis.
  • Be on call for after-hours coverage as listed on a rotation schedule or as needed.
  • Maintaining medical confidentiality.
  • Performing miscellaneous duties as assigned as assigned by management.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS
  • Ability to follow instructions and respond to managements’ directions accurately.
  • Proven skills in advanced computer troubleshooting, analysis, critical thinking and problem solving skills.
  • Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
  • Demonstrated skills in accuracy and thoroughness paying close attention to detail. Looks for ways to improve and promote quality and monitors own work to ensure quality is met.
  • Ability to learn multiple programs and systems.
  • Demonstrated effective communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed.
  • Ability to prioritize work activities and use time efficiently.
  • Proven commitment to maintaining medical confidentiality.
  • Demonstrated team behavior and willingness to promote a team-oriented environment.
  • Ability to maintain focus and concentrate in close quarters with normal distractions and without distracting others.
  • Ability to manage change, delays, or unexpected events and work in an environment with constant change.
  • Demonstrated reliability by arriving to work on time and by abiding by the attendance policy and occasionally work past the end of the work shift as needed.
  • Willingness to be on call for after-hours coverage as listed on a rotation schedule or as needed.
  • Ability to abide by all the company policies and guidelines.

EDUCATION AND/OR EXPERIENCE

High school diploma or equivalent required.  One year previous experience working on a Service Desk required. College degree and experience supporting users in a virtualized environment and working with Active Directory is preferred.


 

 
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