Service Desk Analyst

Company: CYNET SYSTEMS
Location: Cary
Posted on: January 21, 2023

Job Description:

Job Description:

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• 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:
    
    
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    • 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:
      
      
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      • 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