IT Service Desk Analyst I

Each day we dedicate ourselves to treating each other, our customers and our community with care and respect.

Overview

The IT Service Desk Analyst will provide first line technical support to internal TDW employees. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of end-user problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes all global locations within TDW, home workers and field technicians.

Key Responsibilities

Primary duties may include, but are not limited to:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• Maintaining an Asset Database and track changes
• 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, laptops, PCs and printers
• Troubleshoot basic network issues
• Escalate unresolved calls to the infrastructure support team
• Log all calls into ServiceNow
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in Microsoft Office applications used within TDW (Word, Excel, Outlook, PowerPoint)
• Provide stats for the weekly Service Desk report on call trends
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Mobile device (iOS & Windows) account management and provision
• Avaya & Lync/Skype for Business basic support
• VPN and remote connectivity support
• To arrange for external technical support where problems cannot be resolved in house