Analyst I Infrastructure Services

Responsibilities

• Provide second-level support on tickets escalated from the Service Desk staff regarding IT issues and requests including, but not limited to
• MS Windows and Office software
• Mac OS X and Mac Office software
• PC, Mac and peripheral hardware (printers, monitors, keyboards)
• Tablets and other Android, iOS and windows mobile devices
• Basic network (WAN, LAN and wireless) troubleshooting
• Active Directory and Exchange administrative activities
• Resolve all escalated issues within SLA and support efforts to provide proactive support in the form of knowledgebase articles and user training
• Receive, log and manage tickets in ITSM ticketing system (ServiceNow)
• Work closely with the Service Desk to ensure a quality communication and timely resolution to escalated issues
• Ensure a high degree of customer service and adhere to all service management principles

Job Requirements

• Excellent interpersonal communication skills, positive and engaging telephone manner and a high degree of customer service aptitude
• Demonstrable experience and fluent command of the English language
• Excellent organizational skills and ability to troubleshoot remotely
• At least 3 years of experience in an IT support organization
• Strong understanding of ITIL incident management, including upholding SLAs and communication to end users
• Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment
• Experience with researching complex issues with end user software and hardware
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Demonstrates clear desire to be a role model in customer service and execution of IT support