Service Desk Analyst

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Job description

Job Title: Service Desk Analyst

Job Location: Atlanta, GA

Duration: 12+ months

Purpose:

The Atlanta Public School System is seeking the services of 2 Service Desk Analysts to provide direct first-line level 1 service desk support to Client schools and administrative locations.

Summary:

The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.

Scope of Work/Key Responsibilities:

Monitor telephone system and take calls from Client users.

Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA's.

Escalate incidents to level 2 or level 3 support according to established processes and Procedures.

Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed.

Remotely connect to user computers and assist with resolving issues as necessary.

Perform proactive support activities including but not limited to.

Ensuring that antivirus software installed on all machines and scans are completed routinely.

Update user and asset information in database (as necessary).

Provide support for Client IT projects (as needed).

Follow established processes and procedures.

Report to IT any suggestions that will improve process or make support easier or more efficient.

Maintain exceptional customer service posture at ALL TIMES.

Document work performed (and steps to resolve issues) at all times within ticketing System for audit or knowledgebase purposes.

Record and submit checklists or other documentation as required.

Skills:

A+

Customer Service

HDICSR certification

Knowledge of best practice security standards and techniques is a plus.

Service Desk Analyst

Understanding of network, wireless support.

Communication skills both verbal and written

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