Service Desk Support Analyst II - Tempe, United States - Progilisys Solutions

Progilisys Solutions Tempe, United States

6 days ago

Description

Job Description

The Service Desk Support Analyst II is responsible for leading the daily operations of the service desk, helping to ensure that the service desk is consistently improving with industry best practices, and providing a customer-friendly attitude in a team environment.

Responsibilities

Escalation point for all requests and incidents
Develop and maintain the phone/ticket escalation processes
Determine root cause of healthcare application issues and communicate appropriately to internal and external customers
Monitor and manage phone queue (participating in escalated calls as needed)
Review and assess Service and Business Service Level Agreements (SLA's) to set expectations and measure performance
Participates in after hours on-call support as needed

Skills and Experience

Experience with a ticketing system (Fresh Desk) and managing a ticket queue
Experience with IT Documentation software
Experience using system/network monitoring tools
Proficiency with Active Directory plus ability to write and edit Group Policy Objects
Server 2012 Windows 10 experience
SCCM experience or knowledge

Company DescriptionProgilisys Solutions, LLC specializes in assessing systems, architectures and application management requirements for highly diversified computing environments, both designing and deploying solutions to meet our customer's strategic business requirements. As an independent solution provider, we address the relationships between technology, people and process, and in turn recommend the optimum combination of each to help meet our customer's business and technology objectives.

Company Description

Progilisys Solutions, LLC specializes in assessing systems, architectures and application management requirements for highly diversified computing environments, both designing and deploying solutions to meet our customer's strategic business requirements. As an independent solution provider, we address the relationships between technology, people and process, and in turn recommend the optimum combination of each to help meet our customer's business and technology objectives.

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