Service Desk Analyst

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Job description

Role Name: Service Desk Analyst

Location: San Antonio, TX (Onsite from day one)

Duration: Contract

Job Description:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users

Route problems to internal 2nd and 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Administer and provide User account provisioning.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate

support teams and follow up until closure.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,

and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,

presentation graphics, database management systems, electronic mail, and communications)

Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints

May train users and operators on a limited basis and/or may write training procedures

Participate in on-going training and departmental development

Routine maintenance updates with other IT staff and business units

Provide all required documentation including standards, configurations and diagrams

Provide knowledge transfer of EUC operations

Phone support experience necessary.

Technical helpdesk or technical call center experience is necessary.

Disciplined, systematic problem solving skills required.

Hands-on work experience with the following:

Windows Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008,

Knowledge of Active Directory, Exchange 2003/2007

ITSM ticketing tools such as Remedy, Client Service Center, client Service Center

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox),

VPN and remote dial-in users

Support for laptop, desktops, and printers

PDA and blackberry support

Others: Adobe Acrobat

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