Service Desk Analyst

Overview

Provide first and second line technical support to internal staff.  Work with applications / systems to undertake analysis, diagnosis, and resolution of staff problems which may range from straightforward to more complicated technical issues.

Responsibilities

• 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.
• Maintain an Asset Database and track changes.
• Troubleshoot IT related problems from in-house software to hardware, such as Phones, Laptops, PCs and Printers
• Troubleshoot basic network issues.
• Escalate unresolved calls to the infrastructure support team.
• Log all calls in the Service Desk call logging system (Track-IT).
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide basic in-house training in MS Office applications.
• Publish support documentation to assist staff with requests for information and provide staff training if required.
• Create user accounts, reset passwords, create groups, etc.
• Arrange for external technical support where problems cannot be resolved in-house.
• Utilize remote control utilities to provide remote technical support.
• Provide end users with updates on inquires not immediately resolved.
• Follow-up with end users to ensure problem resolution and customer satisfaction.
• Willing to work shifts to accommodate coverage needs.

Qualifications

Competencies:

Education / Experience:

High school diploma or GED and 2 or more years’ IT Service Desk and / or Call Center experience. Industry

certifications preferred, such as CompTIA A+, Microsoft.

Strong knowledge of Microsoft based operating systems with emphasis on Windows XP Professional, Windows 7, 10, and 11 and Microsoft Office applications. Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation). Experience with Microsoft Teams, Mobile Device Management such as Intune, SCCM and Dameware.

Judgment / Decision Making:

Performs basic, routine work of a technical, mechanical, or specialized nature. Selects correct processes from clearly prescribed rules, past practices, or instruction.

Work Environment:

Majority of time spent in office environment, labs, and manufacturing area operating computer equipment. While temporarily working on the IT managed computer systems within the labs and manufacturing areas, caution needs to be taken as there can be exposure to raw materials.

Physical Demands:         

Visual acuity and manual dexterity required to operate computers and proofread documents.

Other:  

Occasional extra hours required to meet project deadlines.  Attention is frequently shifted between multiple priorities.