Service Desk Analyst

Operations Analysts provide 24/7 coverage of Clients Network Operations Center and play a fundamental role in ensuring we meet or exceed the expectations of all clients as defined in our service level agreements. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills

 

Qualifications:

• BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable.
• Associate's degree in a computer-related field, plus one year of experience in a relevant technical role, OR
• If no post secondary degree, a minimum 2 years in a technical support or systems administration role maintaining high service levels in a demanding environment
  
   

Responsibilities:

• Understand and Deliver Managed Service offerings as outlined in the Client Service Descriptions and Service Catalog
• Understand and follow the processes and procedures defined in the Client ManS Standard Operating Procedures manual (SOP).
• Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
• Provide detailed and effective communication to internal and external customers
• Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
• Provide 24 X 7 support to critical systems and ensure availability objectives are met.
• Provide alert response as well as email and telephone technical support for data center and managed services clients
• Take ownership of the incident/request and drive it to resolution
• Document and track troubleshooting steps, incident solutions and support requests
• Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution
• Guide and mentor less experienced teammates by providing technical support, training, and direction
• Document and record time
  
   

Qualifications:

• Experience level: Experienced
• Education: Bachelors

Skills:

• Infrastructure
• Desktop Support