Client Service Desk Analyst

JOB SUMMARY The Client Services Service Desk Analyst is accountable for ensuring maximum business user productivity by providing quick restoration of service in the event of incidents through high quality support and technical assistance via telephone, email, Service Desk tickets in person. This position will be hybrid remote once the initial training period is completed.ESSENTIAL FUNCTIONS(% of time may vary depending on assignments/projects)1. Service Desk & Technical Support• Provide Level 1 technical support through incident tickets from the Service Desk, phone, email, or other entry channel, per defined Service Level Agreements (SLAs).• Deliver excellent technical and non-technical support with outstanding customer service and end user satisfaction in a timely manner.• Troubleshoot and resolve system, application and network problems and diagnose and solve hardware/software faults.• Accountable for service restoration for every owned incident.• Resolve daily issues that impact the team and overall business objectives.• Prioritize and manage several open cases at one time.• Work closely with other groups within the organization to communicate issues.• Accountable for meeting individual and team Service Levels including First Contact Resolution and Average Call Waiting times.• Proficiency with the following: MS Office application suite (including Teams and OneDrive), Windows 10, Office 365 admin portal, Azure AD admin portal, remote desktop support and Active Directory.80%2. Application Support• Provide Application Support through incident tickets per defined Service Level Agreements (SLAs).• Manage and monitor applications to ensure all components are functioning.• Provide support, training and assistance for all computer-related software systems to maximize efficiency & productivity of employees and business operations.• Provide “new user” setup support. 15%3. Desk-side Support• Provide Level 2 Technical Support through incident tickets from the Service Desk per defined Service Level Agreements (SLAs).• Provide end-user support including software installation, PC troubleshooting, hardware diagnoses and configuration and training.• Provide Level 2 Service Desk support via phone, email, or other entry channels.• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Monitor and maintain the computer systems and networks for the enterprise and analyze performance indicators.• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.5%4. Additional Responsibilities• Accountable for properly following all IT standards, processes, and methodologies as applicable.• Other responsibilities and accountabilities may be assigned based on business and organizational needs.• Accountable to be the Incident Manager for the lifecycle of incidents.• Provide focus on customer restoration needs to ensure the proper and timely escalation of incidents.• Accountable for following quality standards and procedures for ticket documentation.• Accountable for following quality standards and procedures for knowledge base contributions.• Manage proactive incident trending process.• Create and maintain all technical documentation supporting the Service Desk along with developing training materials for the IT teams.VariedTRAVEL EXPECTATIONS• Up to 5% as business needs require.MANAGEMENT RESPONSIBILITY• None – Individual Contributor roleMINIMUM QUALIFICATIONSEducation/Certification• No college required; two years college preferred.Experience• 3+ years of Help Desk work experience. ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIESRefer to separate handout for Competency definitions (B/basic; P/proficient; E/expert):TechnicalExpert • Remote Assistance Proficient • Client/Server Systems• General Office Applications• Packaged Software Basic • Application Configuration Management• Application Integration and Compliance• Business Continuity• Basic Office Equipment• Data Transport• Enterprise Data Modeling• EnterpriseOne CNC Concepts• High Availability• Information Security• Infrastructure Technology• Operating Systems• User Interface Design• Windows ApplicationBusinessExpert • None Proficient • Service Level Management• Technical Writing Basic • Business Acumen• Business Alignment• Technical Writing• Test Plans