Senior Help Desk Analyst

Job Description

Job Summary: The Jr. Service Desk Technician provides exceptional phone and email support to our customers experiencing IT related issues and services. Reference and maintain existing or establish instructions and guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction. This is an entry level role with an emphasis on request and account management (account creation/termination) to compliment the incident and crisis management team. Essential Duties: The Jr. Service Desk Technician will perform the following key functions: Monitoring of support queue to ensure that customers are receiving prompt responses and meeting the contractual service level agreement for level 1 type issues including but not limited to Password resets (AD, 3rd party software, telephone voicemail pin resets) knowledge on Azure. User account creations for new hires and terminations for employee separation Workstation setup for new hire/users. Perform desktop and laptop system image management and deployment to ensure efficient system delivery. Integrate with 3rd party deployment and support providers as required. Perform first and second level support, troubleshooting, and tuning for all desktop and laptops for issues reported to the service desk Understand and implement security best practices and work with security specialists to minimize vulnerabilities Understand and comply with all contractual SLAs, policies and procedures Exercises discretion and independent judgment when dealing with client requests, incidents and feedback Build credibility and trust with Client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs Analyzes and recommends alternative solutions to meet customer needs Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction Supports the team process and participates on cross-functional teams Create and maintain documentation to build knowledge and provide training when necessary May be required to take after-hours on call support as necessary Complete other duties as assigned. Show more Show less