Senior Service Desk Analyst

Position Details

Req

Job Title:

SENIOR SERVICE DESK ANALYST

Division:
Corporate

Shift: First Shift

Applies and demonstrates a mastery of the technical skills and advanced knowledge of personal computers relative to hardware and software desktop performance management, installation, repair, configuration and troubleshooting hardware and software problems of personal computers and peripheral equipment and systems.

• Responds to and diagnoses complex problems through real‑time discussions with end users via phone, chat or email to identify hardware and software problems of a complex nature, researching solutions, isolation of problems and resolution steps. Problems are typically of routine nature, but may at times require interpretation of standard protocols and require analysis to understand.
• Plans and accomplishes a complete range of assignments and tasks that are varied and moderately complex end‑user problems such as complex installations, repairs, configuration and troubleshooting hardware and software problems of personal computers and peripheral equipment and systems that require experience and judgement to determine appropriate action from established alternatives.
• Acts as subject‑matter expert providing guidance and/or assistance to less experienced service desk analysts.
• Utilises problem‑management databases, ticketing systems and/or other help‑desk technology systems to manage requests and resolutions.
• Assists with the maintenance of documentation of network configurations and cabling layout or Wi‑Fi network connections and monitoring and maintenance of the network stability.
• Communicates network schedule, monitors backups and downtime to users, as required, due to third‑party maintenance for network hardware and software or other reasons.
• Troubleshoots and resolves hardware and software problems to ensure timely resolution and user satisfaction. Dismantles, evaluates, repairs and upgrades PC hardware as necessary. Performs physical movement of computer hardware as required.
• Connects PC’s to network, including network card installation and testing of cabling. Maintains PC hardware and software inventories. Administers daily, monthly and year‑end backups as necessary. Evaluates local network hardware and software requirements and capabilities and makes recommendations.
• Maintains system library functions in relation to system and user files, i.e. delete, transfer to history and retrieve history.
• Performs other duties as required.

Minimum 4 Year / Bachelors Degree. Computer Science or related technical degree.

If applicable, a combination of experience and training may be substituted for the education requirement.

4-8 or more years experience. Must have experience using automated service‑ticketing systems such as Service Now, Manage Engine, Zendesk, Live Agent or other similar related systems.

• Excellent written and verbal communication skills.
• Sound working knowledge of computer systems and applications.
• Knowledgeable of PC hardware and software.
• Adaptable, flexible, multi‑tasking, and quick learner.
• Strong interpersonal skills.
• Strong customer focus.

Must be able to work in excess of eight (8) hours per day and five (5) days per week, if required. Additionally, those who work at NORDAM Repair Division must be able to ascend and descend stairs.

Walk - Frequent

Use hands to handle or feel or manipulate - Frequent

Reach with hands and arms - Frequent

Stoop, kneel, crouch, or crawl - Occasional

Talk and hear - Frequent

Use close vision, depth perception, and ability to adjust - Constant

Travel between facilities (drive) - Occasional

Stand - Frequent

Climb stairs - Occasional

50 pounds - Occasional

While performing the duties of this job, the stakeholder is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions. The noise level in the work environment is usually moderate.

• Works under general direction.
• Receives guidance as to results expected and to resolve complex and unusual problems.
• Exercises latitude in determining activities and approaches within wide parameters.

The NORDAM Group LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.