Service Desk Analyst

Overview

Position: Service Desk Analyst

Location: Remote

Duration: 6-12 month contract to hire

Description:

Provide 24/7 coverage on Service Desk and play a fundamental role in ensuring client meets or exceeds the expectations of all clients as defined in service level agreements. Analysts apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients.

• Provide technical support services with supervision from Supervisors, Team Leads, and Technology Owners. Understand and Deliver Managed Service offerings as outlined in the Client’s Service Descriptions and Service Catalog.
• Responsible for troubleshooting Cisco gear while triaging Microsoft cases.
• Understand and follow the processes and procedures defined in the Client’s ManS Standard Operating Procedures manual (SOP).
• Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
• Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
• Provide 24 X 7 support to critical systems and ensure availability objectives are met.
• Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.

• 2+ years of Service Desk support experience.
• Must have an enterprise understanding of networks.
• Ability to decipher what the different types of technologies are that a enterprises use and experience troubleshooting those.
• Strong Microsoft support experience.
  • Microsoft Server OS
  • Azure
  • SQL Server
  • System Center
  • Exchange Online
  • Office 365
  • Teams
  • SharePoint Online
  • Dynamics
  • Microsoft Endpoint Manager (Intune)
  • Sharepoint Server (on-premises)
  • Exchange Server (on-premises)
• Must have basic Cisco knowledge - CCST Network certification a plus.
• Palo Alto network knowledge
• BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable.

2x2x3 schedule - work 2 days, then off for 2 days, then work for 3 days, then off for 2 days, then work for 2 days, then off for 3 days, etc. 06:00 am is the start time - work 12 hour days.