Job Id : 814
Jobtitle : Service Desk Analyst
Location : Strongsville, OH,US
Company Name : Acuative
Industry : Information Technology
Salary : $80,000 - $90,000 PER YEAR
Job type : Fulltime
Posted on: 2019-07-01
Required Skills : Engineering, Information Technology, Design
Benefits : No benefits are available
Provide first level support for any information technology issue and problem following set processes and procedures
Provide assistance by phone, email and/or using a ticketing management system
Respond to alerts in a monitoring or management tool
Incident Queue Management
Update the internal knowledge base with issue resolution
Update the internal knowledge base with issue resolution details
Perform end-user password resets
Manage critical incidents
Escalate problems as required to Tier 2 and Tier 3 support teams
Quickly and accurately determine incident scope and impact
Follow up on tickets at pre-defined intervals until resolved
Update daily s status reports and shift handover reports
Act as a liaison between customers and technical teams
Associates Degree or equivalent work experience
Knowledge of WAN/LAN environments
Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.
Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting
Ability Understanding of ITIL to thoroughly understand business processes and discern system issues from process issues
Understanding of ITIL Processes
Understandings of ITIL procedure
Ability to multitask
Additional Qualifications Desired
Previous customer service experience a plus
Work Environment/Physical Demands
Sitting at desk
Climbing: Ascending or descending stairs and the like, using feet and legs and/or hands and arms
Light work: Exerting up to 20 pounds of force occasionally, and/ or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects
The worker is required to have close acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; analyzing data based upon color and distinguishing incident priorities based upon color and distinguishing incident priorities based upon color differences
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