Service Desk Analyst Level 2

Description:

• You'll be great at this Service Desk Analyst job if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services.
•  You'll succeed at this job if you're comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. 
• The primary function of this job is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users.
•  As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. 
• You should also understand Incident, Problem, Change Management and other processes.
•  How these processes work together to provide superior support and high availability of our business is also important. 

Major Responsibilities

•  Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
•  Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
•  Provide guidance to Tier 1 support and team members
• Facilitate user account management: Onboarding, change and departure processes
•  Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
•  Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
•  Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

Requirements

• Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
• Ability to multitask and meet deadlines
• Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement
• 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
•  It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
•  Proficiency in Microsoft Office 365
•  Exchange experience
•  MS Windows 10 experience
•  Microsoft Office 365 experience required
•  Adeptness in Microsoft Exchange Server
•  Microsoft Exchange experience highly desired
•  Experience in one or more programming or scripting language
•  Excellent communication skills (written and verbal)
• A combination of superior customer service skills and technical aptitude is required for success at this position
•  Ability to work independently with minimal oversight
•  Applicants with ITIL certification are preferred