IT Service Desk Analyst Associate

This position is highly interactive and accountable for serving as the point of contact between IT and end users. This position is responsible for incident resolution by restoring services as quickly as possible or escalation to the appropriate IT resource and incident logging and categorization. This position is also responsible for request fulfillment support and knowledge management, providing users with guidance and support for their IT needs. IT Service Desk Analyst Associate will be responsible for assisting in the incorporation, installation, training, support and coordination of new and ongoing projects that involve several teams., * Assists in coordinating resolution of technical/system incidents reported by end users ensuring incidents are resolved and implemented to agreed standards and timescales. * Assists in fulfillment of IT service requests submitted by end users. * Completes routine monitoring of mission critical Enterprise applications and may participate in the testing of new applications. * Listens, empathizes and has a sense of urgency while ensuring proper and professional interpretation/communication, and recording accuracy to resolve reported incidents. * Performs any other job related duties as required. * Proactively informs users concerning current or expected errors, new and existing services, change schedules and order procedures. * Remains abreast of industry changes and enhancement, as well as product capability and availability. * Reviews and appends the knowledge base articles for the end users and the Service Desk to ensure that accurate and up to date information is available for common IT questions, requests, and incidents.

Do you have experience in Writing skills?, Do you have a High school diploma or GED?, High School Diploma or equivalent.

Bachelor’s degree and a minimum of 24 semester hours in computer, analytical, or data-processing related studies. In lieu of degree, five (5) years’ relevant experience will be considered.

EXPERIENCE

IT experience such as data and computer operations desirable.

Knowledge of basic troubleshooting of computer hardware and/or software.

ESSENTIAL SKILLS & ABILITIES Technical Expertise Customer Service Support Desktop Support Troubleshooting Interpreting Data Analytical Problem Solving Interpersonal Sensitivity Oral & Written Communication Detail-Oriented Highly Organized Deadline Oriented, * Analytical Problem Solving * Critical Thinking * Customer Service * Desktop Support Management * Five9 * Microsoft Office * Oral Communications * Organizing * Remote Desktop Support * Results Interpretation * ServiceNow Platform * Troubleshooting * Varonis * Written Communication