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    Service Desk Analyst/ Atlanta, GA - Suncaptech

    Suncaptech
    Suncaptech Atlanta, United States

    2 weeks ago

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    Description
    Summary

    Job Description


    The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations.

    Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.

    Scope Of Work/Key Responsibilities

    Monitor telephone system and take calls from Client users
    Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA's
    Escalate incidents to level 2 or level 3 support according to established processes and procedures
    Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
    Remotely connect to user computers and assist with resolving issues as necessary.
    Perform proactive support activities including but not limited to:
    o Ensuring that antivirus software installed on all machines and scans are completed routinely.
    o Update user and asset information in database (as necessary)
    Provide support for Client IT projects (as needed)
    Follow established processes and procedures.
    Report to IT any suggestions that will improve process or make support easier or more efficient
    Maintain exceptional customer service posture at ALL TIMES
    Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
    Record and submit checklists or other documentation as required

    Contract Duration

    1 year (initial)
    Option to extend annually - based on performance

    Skills and Qualifications:

    3+ years' work experience (minimum years preferred:

    HDICSR certification (or similar)preferred
    Strong customer service skills
    Prior experience with service desk support is a MUST
    Prior experience working as a desk side support analyst is a plus
    A+ Certification is a plus
    Proficient in understanding of network, wireless support
    Knowledge of best practice security standards and techniques is a plus
    Microsoft Windows certification is a plus
    ITIL experience/certification is a plus
    Must have clean criminal record with the ability to pass finger-print background check
    Must be authorized to work in the Unites States

    Personal Attributes

    Creativity and strong attention to detail
    Ability to work effectively on tight deadlines, as necessary
    Excellent command of English language
    Oral and written communication skills
    Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
    Ability to work under pressure and stay calm/focused when working with irate customers or users
    Positive, productive team player
    Desire to learn new skills and improve

    Education/Training

    Minimum of Associate degree preferred
    3+ years' experience in Service Desk support. Equivalent combination of education and experience will be considered.

    Work

    This work will be completed on-site at the Atlanta Public Schools CLL Building located at 130 Trinity Avenue, Atlanta GA The service desk analyst would need to work in 1 of 3 shifts

    M, T, W, TH, F (between the hours of 7am - 5pm) , except on district holidays.

    Leadership


    The Service Desk Analyst will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Manager, who has overall responsibility for the Service Desk Operations.

    He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.

    Qualifications

    Type

    Category

    Qualification

    Description

    Competency

    Required

    Skills Languages A+ Proficient (4-6 Years)

    No Skills Others Customer Service Advanced (7-9 Years) No Skills Others HDICSR certification (or similar)preferred Proficient (4-6 Years) No Skills Others Knowledge of best practice security standards and techniques is a plus Proficient (4-6 Years) No Skills Others Service Desk Analyst 3+ years' work experience (minimum years preferred:
    Advanced (7-9 Years) Yes Skills Others understanding of network, wireless supportss suppor Proficient (4-6 Years) No Skills Others Communication skills both verbal and written Advanced (7-9 Years) No
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