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CRP - IT Service Desk Analyst L2 - Wayne, United States - Certara
Description
Overview:
As an IT End User Support Analyst
The IT Service Desk supports all technologies in direct contact with Certara end users, spanning multiple technical disciplines across on/off-boarding, hardware provisioning, applications support and management, office technologies (collaboration, networking, printing), and endpoint technologies in the creation of a cohesive and integrated tech stack to support business growth globally.
The role requires a passion for supporting team members and using technology to facilitate a better end-user experience for business users.
This role is a core member of the Service Desk and should be comfortable being both hands-on in the actioning of support requests and collaborating with operations and infrastructure team members while ensuring appropriate support of knowledgebase articles and documentation for the greater IT organization with key compliance requirements: SOX, ISO 9001 / 27001, SOC2, etcResponsibilities:
Incident ResponseResponsible for level 2 triage, investigation, and resolution of production issues.
Troubleshooting and resolution of IT issues across a range of technologiesCollaborate with Level 1 support for resolving tickets timely to meet KPIs including ticket SLA, resolution rate, etc.
Work closely with Level 3/Level 4 support teams to perform defect triage and resolve production issues when necessary.Maintenance Tasks and Service RequestsPerform maintenance tasks to assist in day-to-day functionality.
Respond to service requests effectively and communicate in a timely manner.
Document and log troubleshooting steps within the ITSM tool.
Support Operational Standards, Diagrams, Policies & ProceduresEffective use of the ticketing system to track, document, and prioritize work, follow up on tickets, and communicate with customersProviding guidance on opportunities for improvement of operational standards and procedures.
Assist in maintaining both internal and user-facing documentation and knowledge articles.Strong acumen of industry-standard software and hardware technologies.
Ability to understand business processes and accessing application data.
Participate in IT Projects & Ensure Long Term Drive to Consistency of OperationsPartner with team members and leadership to provide feedback, improve service, lower costs, and prevent unforeseen operational issues.
Participate in projects using various technology solutions in an Agile framework.Actively participate as a strategic member of the technology team, including participating in team meetings.
Qualifications:
Skills and AttributesGood written and verbal communication skillsPositive attitudeTeam player with strong analytical skills and the ability to understand and resolve complex problemsHighly motivated self-starterStrong customer service focusProven ability to identify and implement continuous improvement initiatives and drive reliability efforts.