Analyst I Service Desk
Location: Gillette, WY Posted Date: November 15, 2014
Employer: To view company name. See instructions below Apply By: January 14, 2015
Employer Job Id: CareerMine Job Id: 1145013
Scope:
Responsible for providing the Service Desk function for Service Delivery in a 24/7 environment and will be required to respond to phone calls, e-mail and personnel requests for tech support, coaching and training. This position will be on-call nights and weekends.
Essential Duties/Responsibilities:
Proficient in Microsoft client operating systems and the Office suite.
Firm understanding of desktop hardware.
Familiarity with Service Desk and Call Center operations.
Able to work independently and/or in a team.
Multi-task and work under pressure in a fast-paced environment.
Work occasional evenings and weekends as required.
Committed to a high level of integrity and teamwork.
Ability to foster a cooperative work environment.
An understanding of IS&T systems interoperation.
Contribute to team environment with excellent communication skills (both verbal and written), thorough documentation and follow through being succinct and on-technical when required.
Ability to listen and respond objectively to the thoughts and ideas of others.
Interact with customers, peers and management in a professional manner at all times.
Participate in after hours on call rotation.
Represent the Service Desk on the Change Advisory Board.
Develop Work Instructions, Process Checklists and Workflows for supported services.
Create and distribute Customer Notifications for service outages and degradation.
Thoroughly document, track and monitor problems ensuring timely resolution while adhering to change control procedures.
Manage service requests for users via Axios Assyst according to service specifications.
Contribute technical guidance and issue updates to daily operations meetings.
Ensure all administrative tasks (i.e., status updates and reports) are completed within a timely manner.
Respond to telephone calls, e-mail and personnel requests for support, coaching and training.
Other duties as assigned.
Qualifications Required:
One year of experience working in a corporate environment.
High School graduate and valid driver’s license.
Qualifications Preferred:
Technical certification in Microsoft products.
Technical hardware certification.
ITIL Foundations/Practitioner Certification.
Home 