About this opportunity
Highstreet IT lists this Service Desk Support Analyst opportunity in islandia, New York. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Service Desk Support Analyst
The Service Desk Analyst is the central point of contact between the customer and Highstreet's service delivery organization. The role of the Service Desk Analyst is to provide a wide range of services related to Incident Management and Request Management as defined by ITIL. Setting customer expectations and providing useful status updates is necessary as part of the job to achieve superior customer satisfaction.
This position requires the SD Analyst to utilize a vast array of experience and skills, systems and tools, in support of customers' IT organizations and end-users. The primary function of this position is to provide technical support for hardware, software, network, and telephony related issues, achieving first call resolution whenever possible through use of the knowledge-base and collaboration with tier-2 resolvers. Since the SD Analyst is primarily focused on providing phone support to the customer, outstanding communications skills is essential.
Responsibilities
Responsibilities include:
Receive and log customer Incidents and Service Requests received by phone, email or self service
Accurately classify, prioritize, and record Incident & Request details into the ticketing system
Providing first contact resolution when possible
Assist with dispatch functions and routing of tickets to field techs
Routing of tickets to tier-2 resolvers when necessary
Tracking and communications with the customer throughout ticket lifecycle
Ticket closing upon customer consent
Qualifications
Skill Requirements:
Maintains cooperative working relationships with staff members; a good team player
Customer focused with an understanding of business impacts
Detail oriented and organized
Outstanding oral communication skills (English language)
Ability to take and provide direction
Good troubleshooting and customer service skills
Familiar with IT Service Management concepts, practices, and procedures
Technical Requirements:
Use of remote support tools for diagnosis and resolution
Break/fix for Mac OS, Win 7/Win 8/Win10
Break/fix for PC, laptop, Mac, iPad, iPhone, Blackberry, android, printers
Break/fix for desktop and mobile device applications:
MS Office Software
O365 experience
Adobe CS Suite
VMware
Web browsers IE /Mozilla/Safari/Chrome
Password reset and AD unlocks
Layer 1 newtorking troubleshooting skills
AS400 experience a plus
Citrix Experience
Writing resolutions and processes and contributing to internal knowledge-base
Continual Service Improvement for Service Desk function
Other tasks assigned by management.
Knowledge of the ITIL framework and lifecycle
Experience:
4+ years Service Desk experience
Strong customer service skills
Technical Certifications: CompTIA, A+, MSCE a plus
This is a full time salaried plus benefits position with Highstreet IT, onsite at our offices in Islandia, NY. The hours are M-Th 6PM-4AM.
Worksite address
islandia, NY, 11749, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.