Help Desk Support They troubleshoot any issue occurring with hardware, components, peripheral devices, software, and networks. Resolve IT Incidents and fulfill Service Requests in a timely manner. Served as Help Desk Project Lead for company-wide McAfee Virus Scan upgrades and maintenance, as well as on project teams for Outlook Install, Helpdesk Status Line Schedule. Easy 1-Click Apply (KYOCERA) Senior Service Desk Analyst job in Irving, TX. Proficiently manage the resolution of inbound technical calls, Field, triage and resolve system issues for users located in airports across the country via phone and email, Bachelors Degree in Computer Information Systems or Computer Science is preferred, Strong ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support, Background in Service Desk, Customer Service call centre or Service Management environments, 6 months + of experience working in a technical helpdesk or call center in which issues were handled primarily by phone and performance was measured through metrics, Must be able to type 40+ wpm and transcribe customer requests and issues during the phone conversation, Respond to incoming requests, via a variety of media, against thresholds in line with the contracted service levels, Information at call receipt using agreed scripts and knowledge management information, Provide problem diagnosis, using appropriate support tools and resolution for desktop problems, Escalate any issues but try and ensure they are dealt with before problems occur, Resolve and close cases to customer satisfaction or escalate to the appropriate ITS Management where further direction is required, Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved, Ensure processes are documented and updated as necessary, Demonstrate a positive attitude towards change by words and behaviours, Ability to build relationships with resolving teams and service management teams, Ability to work under pressure in a demanding environment, Updating Service now with changes in cell phone assignments, Excellent customer service skills and the ability to build good relationships with a variety of people over the phone, The drive to meet targets and work collaboratively to exceed individual and team performance targets, Strong analytical thinker with a curious mind and a passion for the small detail, Adhering to complex processes and procedures, Ensuring Knowledge Base articles are regularly reviewed and updated, Training and mentoring new starters and acting as an ongoing point of escalation, Install, configure, maintain, and troubleshoot computer applications and ensure they are fully functional, Respond to telephone and e-mail messages from users reporting computer related issues, To provide a call-answering and logging function for the FSA, To carry out a wide range of fixes for those FSA where there is the requirement to do so, Acting as a single point of contact for all users, Responsible for logging IT, E-mail, and telephony queries into Incident Management System (ServiceNow), To identify priority calls and highlight potential problems to make sure that we constantly achieve tight SLA's and KPI's, An ITIL v3 foundation level qualification or similar, Knowledge of our ITIL framework and ideally Service Now or a similar logging or workflow management system, TSA clearance or transferrable DHS component clearance required to expedite onboarding, A logical and structured approach in your thinking would be helpful, being able to carefully follow policy and procedure to methodically handle/resolve issues, Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field preferabaly in IT, Minimum 1 year relevant experience required, Where necessary, manage calls through to resolution ensuring the customer and call system are updated and escalation procedures are complied with, Provide business, pricing, and analytical support to Sales, assessing and making recommendations on commercial opportunities, Evaluate pricing requests within a holistic company framework, proposing custom pricing structures, and developing scenario and sensitivity analysis in structuring deals as needed, Evaluate exception requests based on policy and delegated guidelines, Prepare weekly and monthly deals desk reports, ensuring reporting data integrity and on-time delivery, Support with other assignments and ad hoc analysis as assigned, Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software, Assist in ensuring SLAs and Key Performance Indicators (KPIs) are met, Compliance those of the supported businesses, Provide the highest levels of customer support and satisfaction in-line with the companies policy and procedures, Ability to work effectively as a member of a team their own and uses own initiative, Experience supporting clinical users, or in a clinical/hospital/nurse environment a strong plus, Experience supporting full-time telecommuters, including Wi-Fi, aircards, and various, Home/business networking configurations a plus, ServiceNow Ticketing Tool knowledge preferred. Senior service desk analysts are the people who answer your calls and emails when you have a problem with your bank, credit card company, insurance provider, or other financial institution. The next step up from a service desk analyst is a senior service desk analyst. We look forward to reviewing your resume. Senior service desk analysts will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace. Some employers prefer senior service desk analysts to have a masters degree in information technology or a related field. As a senior analyst, they usually have some supervisory responsibilities, and they are in charge of helpdesk support or technical support team. The employers include Salient CRGT, athenahealth, and Leidos.
Sr Desired experience for Able to clearly understand problems and find positive solutions through use of troubleshooting, problem solving, teaming, and communication skills. WebHelp Desk Technician Responsibilities: Responding to queries on the phone, via email, in person, or through remote access.
Help Desk Analyst There are several types of senior help desk analyst, including: A help desk analyst is a customer service agent, helping customers with technical IT problems they can not resolve on their own. Senior help desk analysts with a Certified Network Computer Technician (CNCT) certification earn more money. Helpdesk, Mainframe and Midrange Console Operator. Web321 Senior Help Desk Analyst jobs available on Indeed.com. Supported and maintained user account information including rights, security and systems groups. Bachelor's degree in Computer Science or related field, Expert knowledge of Windows and Mac environments, Proficiency in troubleshooting hardware, software and network issues, Excellent communication and customer service skills, Ability to multi-task and prioritize tasks efficiently, Strong problem-solving and analytical skills, Ability to work independently and as part of a team. Objective : Senior Help Desk Analyst is responsible for the day-to-day operations of the Help Desk. View job description, responsibilities and qualifications. As a result, service desk analysts are being asked to focus more on customer satisfaction. includes: Create a Resume in Minutes with Professional Resume Templates. The Service Desk sets the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT Services objectives. Computer Science, Technical, Education, Business, Associates, Computer, Information Technology, Information Systems, Communication, Finance. Allowed the customers to securely transfer financial data from the customer's server to the FinCen server. Service desk analysts are tasked with helping users resolve issues with computer hardware or software. Come to us in your pursuit of success. To be able to hold the position, the first thing you need, of course, is computer literacy. Using the templates, you can rest assured that the structure and format of your Senior Help Desk Analyst resume is top notch. The post holder will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email and appointment based service. Gaining a minimum of two years of experience in an IT performance analysis and end-user support role may prove advantageous in the long run. Build knowledgebase of issues, workarounds and solutions. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. To be able to hold the position, the first thing you need, of course, is computer literacy. In some organizations, help desk roles are customer-facing. We've determined that 49.6% of help desk analysts have a bachelor's degree. We determined these as the best states based on job availability and pay. The Senior Service Desk Analyst is responsible for providing Tier 2 support to end users for a variety of issues. Installed hard/software and configured operating systems and application software according to the agency specifications. This includes providing troubleshooting and problem resolution for users, resolving escalated issues, and working closely with the IT department to ensure that high quality customer service is provided. Skills : Help Desk Executive, IT, Engineer. The Senior Service Desk Analyst will work closely with the Service Desk Manager to ensure that Service Level Agreements (SLAs) are met and that the Service Desk is providing the highest level of customer service possible. Web$70,000 - $75,000 a year Full-time Weekend availability + 1 School of International and Public Affairs. Installed operating systems, SQL or SBS, configure servers, workstations and networks. Served on other committees to provide input on current projects to assist in the preparation of Help Desk infrastructure for implementation of IS Solutions. If you are looking for an exciting place to work, please take a look at the list of qualifications below. Customer experience has become a top priority for many businesses, as they realize that it is important to keep customers happy in order to stay competitive. The role of a help desk analyst is divided into tiers, and they escalate issues from one tier to the next, based on the complexity of the problem.A good help desk analyst is rare. If you're interested in becoming a help desk analyst, one of the first things to consider is how much education you need. Senior Service Desk Analyst Job Description, To contribute to overall achievements of required Service Level by maintaining agreed personal targets, Diagnose and correct problems with computer hardware and software, Building images for workstations and deploying, Documenting work in trouble ticket and project management software, Communicating with the end user and team members, May act as a team lead in the event of a service interruption or as an escalation point within the group, Driven by the aim to provide users/clients with the best possible service, Willing to learn new skills and cross train, Customer oriented approach required to ensure the service provided is efficient, Ability to work as part of a multifunctional global team, 3 years' experience in diagnosing, repairing and installing computer systems and desktop support, Knowledge of networking fundamentals and concepts required, More experienced specialists maybe required to conduct cross-training among peers and provide for knowledge transfer between group members, mentor new employees and provide new employee training on applications for which they are considered to be a subject matter expert within the group, act in the role of an escalation point for newer team members, and help build the group's knowledge base, Performs password resets on this companies system applications including UNIX, Performs basic to advance OS trouble-shooting, Performs printer administration activities, Coordinates interactions across all channels in "real time. That's about $3,208 monthly or $18.51 hourly.
IT Support Specialist Career Path See if you qualify! They help to resolve technical problems on desktop hardware and applications for all users of technology. They support clients over the phone, via email, live chat, or remote-controlled screen sharing. Our innovative and growing company is searching for experienced candidates for the position of senior service desk analyst. The primary purpose of this position is to assist our students, faculty and colleagues, while providing, Post A Job For Free, Promote It For A Fee. Among help desk analysts, 28.2% of them are women, while 71.8% are men. Identified reoccurring issues and inform appropriate information system area to evaluate the design and issue resolution methods to minimize productivity impact on internal technology users. Responsible for Active Directory/Exchange tasks. It usually takes 1-2 years of experience to become a senior help desk analyst. Responsible for the review of business/functional requirement documents, and also develop technical design documents. As you move along in your career, you may start taking on more responsibilities or notice that you've taken on a leadership role. On the higher end, they can earn about $52,000 or more, typically for senior-level positions. Senior service desk analysts must be able to identify and resolve issues quickly, so attention to detail is an important skill for this role. Share your experience anonymously. In addition, they will be able to identify potential issues before they become major problems for the company. Well, it's practically a map that shows how you might advance from one job title to another. Internal technical support via telephone, e-mail. There are certain skills that many senior help desk analysts have in order to accomplish their responsibilities. Assisted users with the use of custom software applications. A senior service desk analyst is responsible for more complex technical support and may also provide leadership and mentorship to less experienced analysts. Security systems administrator. Developed troubleshooting documentation for Tier 1 and Tier 2 Help Desk Analysts. Some places are better than others when it comes to starting a career as a help desk analyst. To join our growing team, please review the list of responsibilities and qualifications. An information security analyst designs security countermeasures to defend against cyber threats and cyber-attacks. To join our growing team, please review the list of responsibilities and qualifications. Ensured Video equipment was functional, including projectors. The most common race/ethnicity among senior help desk analysts is White, which makes up 55.6% of all senior help desk analysts. See if you qualify! A Senior Help Desk Analyst is hired to provide technical support and quick solutions for customers facing a wide range of computer issues. Our career paths are especially detailed with salary changes. WebResponsibilities for helpdesk analyst. Training & Experience: Senior service desk analysts often have several years of experience in the IT industry. View job description, responsibilities and qualifications. Objective : Information Technology consists of computer and printer repair, consulting services, twisted pair and coaxial cable installation, network installation and administration, application support, training, sales, help desk support.
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