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Service Desk Analyst

Acuative – Strongsville, OH,US



Engineering, Information Technology, Design



Salary : $80000 - $90000  / YEAR

Essential Functions
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
 

Required Qualifications

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

Customer focused

Ability to multitask
 

Additional Qualifications Desired

Previous customer service experience a plus

ITIL Certifications
 

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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