Service Desk Analyst - Trumbull, United States - Corserva

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 Microsofts 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 organizations key IT services for which support is being provided