Service Desk Analyst

Summary:

The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.

Scope of Work/Key Responsibilities:

• Monitor telephone system and take calls from APS users
• Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA’s
• Escalate incidents to level 2 or level 3 support according to established processes and procedures
• Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
• Remotely connect to user computers and assist with resolving issues as necessary.
• Perform proactive support activities including but not limited to:
  • o Ensuring that antivirus software installed on all machines and scans are completed routinely.
  • o Update user and asset information in database (as necessary)
• Provide support for APS IT projects (as needed)
• Follow established processes and procedures.
• Report to IT any suggestions that will improve process or make support easier or more efficient
• Maintain exceptional customer service posture at ALL TIMES
• Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
• Record and submit checklists or other documentation as required