Service Desk Analyst Ii

Job Purpose

This position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources.

Essential Functions

• Serve as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products (35%)
• Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%)
• Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%)
• Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%)
• Collaborate with other analysts to determine resolutions for customer incidents and requests (20%)
• Other duties as assigned
• Monitor all alerts from alarming tools in order to log incidents and respond accordingly (5%)

Education

• High School diploma required

Certifications, Accreditations, Licenses

• Net+, CCENT preferred
• ITIL Foundations Certification Required
• Vocational/Technical/Business School (6-8 Months specialized training) preferred
• CCNA desired

Experience

Two years of experience in a Service Desk or technical support environment

Special Knowledge, Skills, and Abilities

• Ability to work remotely
• Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
• Excellent customer service and conflict resolution skills
• Ability to help others while meeting individual performance goals
• Solid networking fundamentals
• Solid understanding of Information Technology and computing systems
• Familiar with ServiceNow Incident Management System
• Excellent written and oral communication skills
• Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies