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    Sr. Support Analyst - Raleigh, United States - Zirrus

    Zirrus
    Zirrus Raleigh, United States

    4 weeks ago

    Default job background
    Description
    Job Summary
    The Sr.

    Support Analyst is a technical leader on the IT Service Desk team and reports to the IT Service Desk Manager.

    This position will be the subject matter expert (SME) for ticket handling responsibilities, including triaging and troubleshooting issues.

    In this role, you will support the IT Service Desk Manager in training and ensuring the Service Desk follows our defined IT operational processes and procedures.

    This includes, but not limited to, proper ticket handling, monitoring ticket queues, ensuring ticket SLA's are being met, proper shift handoffs and escalations are being followed while working tickets to a resolution or providing proper escalations to our Advanced Support team as needed.

    As a Service Desk SME, you will be a senior Service Desk resource for our Service Desk Operations that includes understanding and helping the IT Service Desk Manager improve our knowledgebase (KB) and training that produce positive team outcomes.

    This includes helping us continuously improve any other defined processes and procedures, monitoring, and service delivery as it relates to the Service Desk while ensuring a positive client experience in everything we do.

    Essential Job Functions
    Manages day to day Service Desk ticket volume while following our ticket handling process
    Works with the Service Desk manager to lead/mentor team to ensure Operational processes, procedures, and tools are being utilized, updated and continuously improved
    Provide or lead vendor support to resolve various service, hardware and/or software incidents within the established SLA
    Be a leader and SME to ensure we create, improve, and maintain our Service Desk KB
    Actively respond to NMS alerts and improve monitoring as needed within the Service Desk while ensuring monitoring is getting adjusted to obtain positive outcomes
    Participate and ensure our IT systems are consistently patched as expected
    Effectively own ticket escalations, tasks, updates to staff, internal end users and clients that achieve the desired business outcomes across the entire Service Desk team
    Quickly triage, escalate, and/or resolve IT related incidents
    Participate in service review and /or QA of individual and team deliverables
    Be the liaison between the Service Desk and Advance Support regarding escalations.
    Assist with documentation of new process and procedures while maintaining structure of knowledge base.
    Ability to perform all duties of Service Desk Analyst 1 position and other duties, as assigned
    Answering phone and triage of new tickets
    On-Call rotation for after hours and weekends
    Provide

    physical floor support and leadership for Service Desk Team throughout the

    day
    Assist

    Service Desk Leadership in monitoring KPI's and conducting monthly score

    cards
    Assist

    Service Desk Leadership with reviewing inbound and outbound calls for

    quality assurance
    Review

    ticketing system on daily basis to help team drive items to completion
    Attend

    and participate in assigned client meetings as necessary, and disseminate

    information
    Assist with training and

    onboarding Service Desk staff
    Assist with training Service Desk

    staff on IT Operational processes and procedures
    Effectively communicating with

    Leadership when processes are not working or do not make business sense
    Knowledge, Skills and Abilities
    Ability to work independently and within a team to achieve business goals
    Assist as an escalation point with internal and external clients that results in a positive outcome
    Understanding of virtual systems (VMWare, Citrix, and Hyper-v)
    Understanding and skills supporting current Windows and Linux systems
    Understanding of networking fundamentals (OSI model: TCP/IP, routing, switching, etc.)
    Understanding of storage and backup technologies preferred
    Understanding of security best practices within a LAN / WAN
    Understanding of firewalls, routers, switches, IDS/IPS, and VoIP technologies
    Knowledge and understanding of ITIL
    Knowledge of OSHA and industry safety practices
    Excellent verbal, written, and interpersonal skills
    Excellent Time Management
    Ability

    to complete job duties on-time with minimal to no supervision
    Ability

    to assist leading and supporting the service desk team
    Ability

    to train on operational processes/procedures and relevant technologies
    Ability

    to view and understand KPI's to adhere to the SLA policy
    Effective

    communication skills with a solution mindset
    Ability

    to read, understand, and learn from technical manuals, KB, books and other

    resources
    Education and Experience
    Leadership experience and willingness to mentor and be a leader on the Service Desk team
    3 to 5 years' experience working on a Service Desk team
    Bachelor's degree in an IT or Business-related degree preferred (Associate's degree, IT certifications, and/or equivalent experience may be substituted on an individual basis)
    Experience troubleshooting basic network, software, printing problems
    Experience working within an ITIL aligned IT team with exposure to Incident Management, Change Management, Service Review, and Service Delivery best practices preferred
    Exchange and / or Microsoft 365 experience
    Understanding of Azure, AWS, or other cloud technologies
    VMWare Experience 7.0 and newer
    Managed Services and Professional Services experience
    Valid driver's license required

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