Job Summary:
Under general supervision, the position is responsible for the ongoing support of internal and external end users. The incumbent is also responsible for responding to service requests and incidents, capturing event information, providing troubleshooting, and forwarding more complex and specialized incidents to relevant teams within the enterprise. The incumbent is also responsible for managing and participating in select Service Desk projects.
Job Description:
Key Responsibilities:
- Maintains awareness of own service metrics, such as service success rates, and monitors self-performance in relation to peers and personal goals set by management.
- Gathers information from users regarding service request submissions to document event details and determine the level of priority.
- Responds to and solves service requests and incidents such as troubleshooting desktop issues.
- Establishes first contact with users via call center and other systems by responding to service incidents after conversion by automated service program.
- Assigns more complex or specialized service requests and incidents to the relevant teams or department.
- Manages and/or participates on Service Desk projects, which may include working with other Service Desk Analysts.
Qualifications:
Minimum Qualification:
Bachelors degree in Computer and Information Science, Engineering, or Management Information Systems, or related field, or suitable combination of education, experience and training; plus 1 year of experience in Information Technology Service Desk.
Preferred Qualification:
Experience with A+ or related desktop troubleshooter preferred;
Familiarity with Information Technology Infrastructure Library best practices.
Education:
Bachelors: Computer Engineering (Required), Bachelors: Electrical Engineering (Required), Bachelors: Industrial Engineering (Required), Bachelors: Management Information Systems (Required), Bachelors: Mechanical Engineering (Required)
Work Experience:
Information Technology Service Desk, Technical Writing
Information Technology Service Desk, Technical Writing
Certifications:
A+ Certification – Computing Technology Industry Association (CompTIA)
A+ Certification – Computing Technology Industry Association (CompTIA)
Job Opening ID:
00403101 ServiceDesk Analyst II (Open)
00403101 ServiceDesk Analyst II (Open)
“This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required.
