Service Desk Analyst - Trumbull, United States - Corserva

Corserva Trumbull, United States

4 weeks ago

Technology / Internet

Description

Corserva, a national Managed IT Service Provider headquartered in Trumbull, CT is looking for experienced, technical individuals to join our team

GENERAL SUMMARY:

The Service Desk Analyst is responsible for handling first level support of service requests. This relates to all technology, to include: Physical, Virtual, and Cloud workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

· IT Support relating to technical issues involving Microsoft's core business applications and operating systems - Physical, Virtual and Cloud.

· Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

· Service Ticketing system/application data entry and queue management

· Support of backup and disaster recovery solutions

· Basic remote access solution implementation and support: VPN, VDI, Remote Desktop Services, and Citrix

· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

· Knowledge Base - System documentation maintenance and review

· Written and Verbal communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

· Improve customer service, perception, and satisfaction

· Fast turnaround of customer requests

· Ability to work in a team and communicate effectively

· Ensure requests are routed to the proper resource or escalated in order to be resolved quickly and efficiently

· Escalate service requests that require engineer level support

· Responsible for entering time and expenses in company systems as it occurs

· Understand processes in company systems by completing assigned training materials

· Enter all work as service tickets into company systems

Qualifications

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Diagnosis skills of technical issues

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization's key IT services for which support is being provided

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