JobWatch

15 days old

IT Senior Service Desk Analyst

WIRB-Copernicus Group (WCG)
Plymouth Meeting, PA 19462

General Information

Location: Plymouth Meeting, PA

Organization: WIRB-Copernicus Group Inc

Job Type: Full Time - Regular

Description and Requirements

JOB SUMMARY:
The Senior Service Desk Analyst is responsible for monitoring work queues and responding to, tracking and resolving a variety of level 1 and 2 help desk ticket requests in a timely, efficient and customer-oriented manner in accordance with established processes and service level agreements (SLAs). Using discretion, the Senior Service Desk Analyst will escalate issues to internal development teams and 3rd party vendors in order to facilitate prompt investigation and resolution. This role will identify ticket trends and implement resolution measures to prevent issue re occurrence. This role will also identify opportunities and recommend solutions for process and responsiveness improvements. The Senior Service Desk Analyst will act as the Team Lead and will assist team members with more complicated help desk issues. As part of the global IT services team, this role will be required to provide off-hours support in emergency situations.

EDUCATION REQUIREMENTS:
Associates degree, preferably in Computer Science, or equivalent education and work experience

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:
CompTIA A+ and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.

QUALIFICATIONS/EXPERIENCE:
-3+ years of experience in the following:
-Helpdesk/desk side support in a medium to large enterprise with documented policies and procedures
-Tier 1 support to on-site and remote users of desktops, laptops and related desktop devices (i.e. docking stations, monitors and peripherals) using remote desktop assistance software
-JIRA or similar IT service management ticket management system
-2+ years of experience in the following:
-Active Directory, Microsoft Exchange, O365, Windows 7, 10, and related Microsoft tools
-In addition, experience with Citrix, enterprise class printers, conference room AV, telephony equipment and knowledge of IT networks are preferred
-Excellent customer service, analytical and problem-solving skills
-Able to quickly grasp new concepts and acquire new skills while adhering to documented standards and procedures
-Able to work independently as well as collaboratively with global team members
-Possess a high degree of accountability, initiative and innovation
-Excellent written and verbal communication skills

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.
-Provide Tier 1 service desk support to onsite and remote end users on a variety of IT hardware and software issues.
-Triage and prioritize IT Service Desk intake queue(s) to meet business and IT priorities.
-Troubleshoot and resolve tickets a timely, efficient and customer-oriented manner in accordance with established processes and service level agreements (SLAs).
-Using discretion, the Senior Service Desk Analyst will escalate issues to internal development teams and 3rd party vendors in order to facilitate prompt investigation and resolution.
-Act as Team Lead and assist team members with more complicated help desk issues.
-Identify ticket trends and implement resolution measures to prevent issue reoccurrence.
-Identify opportunities and recommend solutions for process and responsiveness improvements.
-Perform root cause analysis and document solutions in knowledge base (Confluence).
-Complete assigned tasks and projects in a timely manner without need for direct supervision.
-Assist in installation and builds of PC hardware and software.
-Assist in management of onsite IT physical inventory.
-Participate in meetings and complete required job-related training.
-Provide off-hours support in emergency situations.
-Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
-Attendance and punctuality are essential functions of the position.

TRAVEL REQUIREMENTS:
0% - 5%
5% - 10%
10% - 20%
20% - 50%
>50%

Categories

Posted: 2020-09-02 Expires: 2020-10-10

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

IT Senior Service Desk Analyst

WIRB-Copernicus Group (WCG)
Plymouth Meeting, PA 19462

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast