It Service Desk Analyst

Responsibilities:

The duties listed below are intended only as examples of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

Evaluate documented resolutions to provide end users with proper troubleshooting.

Alert management to emerging trends in incidents.

Service desk analyst will primarily handle and support requests for EMEA, North America and Mexico users and is required to be flexible to the time zones

Assist in maintaining and upholding procedures for logging, reporting, and monitoring PC performance.

Accurately document instances of hardware failure, repair, installation, and removal.

Provide support for implementing new computer projects and new hardware installations.

Provide prompt and accurate reporting data as requested by IT management/project team.

Maintain up-to-date knowledge of hardware.

Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

Build rapport and elicit problem details from service desk customers.

Prioritize and schedule problems. If necessary, escalate problem to the appropriate technician.

Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Install anti-virus software and ensure virus definitions are up-to-date.

Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups.

Prepare SOX documentation and ensure any deficiencies are followed-up, resolved, and documented.

Provide backup for A/V support when necessary.

Perform configuration and general troubleshooting of iPhones and broadband devices.

Uphold SLAs to meet end-user expectations.

Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.

Regularly upkeep and maintain inventory of the cage and server room as assigned.

Ensure proper functionality of Meeting Space equipment and maintain organization of Meeting Space rooms.

If necessary, liaise with third-party support and PC equipment vendors

The position will report to corporate Service Desk Coordinator Lead

Qualification and Skiils:

BE/B.Tech in CSE or ECE

Microsoft, Cisco, or industry certifications are a plus.

5-7 years of IT Service Desk experience

Technically competent with Microsoft Windows Desktop OS and Hardware/Software/Networking troubleshooting.

Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point), Adobe Acrobat, and Social Media web platforms.

Troubleshooting knowledge of iPhones, iPads, and mobile broadband devices.

Extensive application support experience with Oracle EBS, Salesforce.com, & OBIEE is a plus.

Hands-on hardware troubleshooting experience; Working knowledge of a range of diagnostic utilities, including Wireshark, MDOP Tools, Putty, PowerShell, & etc. is also a plus.

Good written, oral, and interpersonal communication skills.

Strong documentation skills and ability to read and interpret advanced technical documents and write routine reports

Ability to support multiple work assignments simultaneously, establish priorities, and meet deadlines.