Specialist - Service Desk Analyst

Position Purpose:

The Specialist - Service Desk Analyst will be the first point of contact via phone, email, and chat to provide first level of support through assistance or rapid restoration of normal services to the Everise Enterprise users. Handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives.

Additionally work as a Specialist - IT Desktop Support works within the Everise Information Technology team in providing all levels of IT desktop support. The Specialist works closely with and provides support to the Everise Corporate Technology team members and their customers.

Job Requirements:

• Under General Supervision, and in accordance with all applicable federal, state and local laws/regulations and Everise policies, procedures and guidelines, this position has the following responsibilities
• Troubleshoots desktop hardware, software, Windows-based applications, and telephony issues via remote access, phone, and email support for users in multiple call centers
• Create a positive user support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Responsible for following the Incident Management Process within Everise such as:
• Logs and tracks incidents and requests from identification through resolution
• Addresses and resolves incidents and requests; performs initial assessment, triage, research, and resolution
• Restores normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the best possible levels of service
• Responsible for collecting information through a user conversation, accessing support tools, and collaborating with global support staff
• Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System
• Follows up with other global support staff involved in resolution to ensure incidents are resolved and the customer communication is complete
• Documents resolutions and updates self-help and knowledge bases
• Responsible for following the Security Management Process within Everise such as:
• Password Resets NT Login Creation User access modification
• Grows general knowledge of current corporate, department, client-based, and facility-specific products, increasing ability to resolve requests on first contact
• Become aware of fixes to known issues for quick resolution. Update and maintain troubleshooting guides
• Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions
• Monitors the Network stability through devices and performs initial steps as part of investigating a possible service impacting incident• Perform other duties as assigned
• Administration of Windows-based applications of basic principles, theories, and concepts
• Administration of Exchange, remote access technologies, Microsoft Active Directory domain administration, and support, including user/policy account creation, permissions allocation, creating file and print shares
• User desktop management with a working knowledge of system patch practices and imaging
• Working knowledge of Microsoft Networking principles such as DNS, WINS, DHCP
• Working knowledge of Cisco based routing and switching• IT Support to provide 24x7 on call production support
  

Qualifications:

• Candidate must possess a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent
• Minimum 5-6 years experience in a professional Service Center environment providing IT support over the phone and via e-mail
• Experience using current or recent Windows desktop platforms and current or recent MS Office suite
• Experience supporting LANs, PC Hardware configuration, PC operating systems, and desktop software
• Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.)
• Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware/software and information systems
• This includes basic networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS
• Support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office Suite
• Self-motivated and professional with excellent verbal and written communication skills. Customer-focused
• Articulate and methodical
• Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions
• Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner
• Good analytical and troubleshooting skills. Ability to think logically and be able to make correct decisions relative to fixing operational problems
• Willing to work on shifting schedules, holidays, and weekends
• Strong understanding of ITIL
• Work experience in an environment that follows ITIL Best Practices
• Incident Management experience- Managing incidents including business expectations and communication.
• Ability to manage multiple projects, activities, and tasks simultaneously
• Ability to work off-hours as required
• Management experience a plus
• Must have the personal communication and presentation skills that will represent the company professionally to outside agencies, financial institutions, business partners, employees, and customer.