Corserva
Service Desk Analyst
Job Location
Trumbull, CT, United States
Job Description
Job Details
Level
Entry
Job Location
Trumbull - Trumbull, CT
Remote Type
N/A
Position Type
Full Time
Education Level
High School
Salary Range
Undisclosed
Travel Percentage
Negligible
Job Shift
Day
Job Category
Information Technology
Description
GENERAL SUMMARY:
The Service Desk Analyst is responsible for handling first level support of service requests. This relates to all technology, to include: Physical, Virtual, and Cloud workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
• IT Support relating to technical issues involving Microsoft's core business applications and operating systems - Physical, Virtual and Cloud.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Service Ticketing system/application data entry and queue management
• Support of backup and disaster recovery solutions
• Basic remote access solution implementation and support: VPN, VDI, Remote Desktop Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Knowledge Base - System documentation maintenance and review
• Written and Verbal communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Ensure requests are routed to the proper resource or escalated in order to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in company systems as it occurs
• Understand processes in company systems by completing assigned training materials
• Enter all work as service tickets into company systems
Qualifications
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
Location: Trumbull, CT, US
Posted Date: 11/21/2024
Level
Entry
Job Location
Trumbull - Trumbull, CT
Remote Type
N/A
Position Type
Full Time
Education Level
High School
Salary Range
Undisclosed
Travel Percentage
Negligible
Job Shift
Day
Job Category
Information Technology
Description
GENERAL SUMMARY:
The Service Desk Analyst is responsible for handling first level support of service requests. This relates to all technology, to include: Physical, Virtual, and Cloud workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
• IT Support relating to technical issues involving Microsoft's core business applications and operating systems - Physical, Virtual and Cloud.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Service Ticketing system/application data entry and queue management
• Support of backup and disaster recovery solutions
• Basic remote access solution implementation and support: VPN, VDI, Remote Desktop Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Knowledge Base - System documentation maintenance and review
• Written and Verbal communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Ensure requests are routed to the proper resource or escalated in order to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in company systems as it occurs
• Understand processes in company systems by completing assigned training materials
• Enter all work as service tickets into company systems
Qualifications
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
Location: Trumbull, CT, US
Posted Date: 11/21/2024
Contact Information
| Contact | Human Resources Corserva |
|---|