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Service Desk Analyst

Location: Cary
Posted on: January 21, 2023

Job Description:

Job Description:

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
  • Perform user account management activities.
  • Escalate complex problem to appropriate support specialists.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets.
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate, and prioritize customer problems and complaints.
  • Participate in on-going training and departmental development.
  • Routine maintenance updates with other IT staff and business units.
  • Provide all required documentation including standards, configurations, and diagrams.
  • Provide knowledge transfer of Service Desk operations.

    Technical Requirements:

    • Phone support experience necessary.
    • Technical Service desk or technical call center experience is necessary.
    • Disciplined, systematic problem-solving skills required.
    • Windows Operating systems.
    • Clients: Windows7, Windows Vista, Windows XP, Windows 2000.
    • ITSM ticketing tools such as Remedy, Client Service Center, client Service Center.
    • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
    • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
    • Internet browsers (e.g., Explorer, Chrome, Firefox).
    • VPN and remote dial-in users.
    • Support for laptop, desktops, and printers.
    • PDA and blackberry support.
    • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

      Soft Skills:

      • Excellent communication and conversation skills (Verbal and Written).
      • Good documentation skills.
      • Good working knowledge of MS OFFICE.
      • Should have good customer handling skills.
      • High level of acceptance.

        Other Skills / Experience:

        • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
        • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
        • Ability to learn new information quickly and the willingness to always do so
        • Ability to work flexible hours from time to time to cover for other staff
        • Should understand IT Environment and ready to learn new processes and technologies.
        • Customer Focus.
        • Teamwork.
        • Technical Expertise.
        • Interpersonal Effectiveness.
        • Concern for Order and Quality.

          Years of Experience:

          • Relevant: 2-3 years of experience.

Keywords: CYNET SYSTEMS, Cary , Service Desk Analyst, Professions , Cary, North Carolina

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