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Service Desk Analyst II
3 weeks ago
Essential Functions Serve as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products (35%) Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%) Collaborate with other analysts to determine resolutions for customer incidents and requests (20%) Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%) Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%) Monitor all alerts from alarming tools in order to log incidents and respond accordingly (5%) Other duties as assigned
Education High School diploma required
Certifications, Accreditations, Licenses ITIL Foundations Certification Required Vocational/Technical/Business School (6-8 Months specialized training) preferred Net+, CCENT preferred CCNA desired
Experience Two years of experience in a Service Desk or technical support environment
Special Knowledge, Skills, and Abilities Excellent written and oral communication skills Excellent customer service and conflict resolution skills Solid understanding of Information Technology and computing systems Solid networking fundamentals Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint Familiar with ServiceNow Incident Management System Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies Ability to help others while meeting individual performance goals
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