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Service Desk Analyst

Service Desk Analyst
DC, DC

Job Description

JOB TITTLE: SERVICE DESK ANALYST

LOCATION: WASHINGTON, DC

JOB DESCRIPTION:

  • Act as a single point of contact for all incoming calls and emails from customers regarding IT issues and queries;
  • 1st line support - troubleshooting IT relating problems, ensuring issues are logged with the required information;
  • Ensure all calls and emails are logged and managed within the service management system in accordance to the agreed SLAs and OLAs;
  • Keep customers updated on outstanding tickets;
  • Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner;
  • Meet or exceed defined quality and performance targets for IT Service Desk;
  • Take responsibility for calls and see them through to completion;
  • Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted;
  • Proactively pick up on trends from calls logged
  • Update documentation and knowledge base articles as and when required
  • Project work as required

Key Requirements

Essential

  • Customer service / IT Service Desk experience;
  • Excellent communication skills;
  • Ability to maintain composure in a pressurized, fast-paced environment;
  • Ability to understand business needs and prioritize issues accordingly;
  • Ability to take ownership of and manage issues to resolution;
  • A broad knowledge and interest in IT

Desirable

  • ITIL Certification or relevant experience;
  • Citrix / Microsoft qualifications;
  • Experience of supporting remote working (RSA and Pulse) ;
  • Experience of supporting IOS mobile devices, UEM;
  • Experience of supporting a Citrix environment;
  • Experience of supporting Windows 10, MS Office 2016 applications, Office 365;
  • Advanced knowledge of Active Directory;


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