Senior Help Desk Analyst

This Service Desk Analyst job is for someone who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position sometimes includes creating knowledge articles and arranging training for other Service Desk Analysts when needed.We also need the chosen candidate for the Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives.

Responsibilities

•  Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
• Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
• 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
• Provide guidance to Tier 1 support and team members
• Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
• Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

Requirements

• Excellent verbal, written, and social skills
• Background in one or more programming or scripting language
• 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
• The ideal candidate should be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
• SQL Queries experience
•  .NET experience desired
• Visual Basic .Net (VB.NET) experience preferred
• SQL experience required
• Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
•  Strong problem solving and analytical skills
• Ability to work independently with minimal oversight
• We especially are looking for candidates with ITIL certification
• A combination of superior customer service skills and technical aptitude
• Ability to handle multiple tasks to prioritize needs and expedite tasks upon request