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Service Desk Analyst

In Texas / United States

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Service Desk Analyst   

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JOB TITLE:
Service Desk Analyst
JOB TYPE:

JOB SKILLS:
JOB LOCATION:
Dallas Texas / United States

JOB DESCRIPTION :
Job Description:

Description:

The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.

This position is in a 24 x 7x 365 environment, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.

Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.

 

Quals/Responsibilities:

                    At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.

                    Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal

                   

 

 

 

                    Level 1 support

                    Email handling

                    Ensure timely review and action of email in the Service desk mailboxes

                    Ensure email filters are in place based on onboarding documentation (EPAC, EPV, DDOS, etc)

                    Phone call handling

o                   Phone login and logout compliance when on shift.

o                   Login and be available to take calls. When on break, lunch, etc ensure phone in after call work (ACW)

o                   Ensure when shift over, logged out of phone

o                   Demonstrate professional conversation during customer calls

                    Operations Bridge manager (OBM) event management

o                   Adhere to documented instructions with alert handling

o                   Document all actions is the associated incident ticket

                    Site scope monitoring

o                   Adhere to site scope validation after change maintenance windows

                    Escalation

o                     Application organization chart

o                   Invoke the appropriate MIR3 template for escalation

o                   Ensure escalation actions are documented in incident tickets.

                    Incident ticket (create, update) andamp; manage lifecycle of incident prioritization

                    Data integrity of incident record (categorization tab, resolution details, assignment, etc.)

                    Create and distribute required daily reports

                    Adhere to and execute using Standardized work instructions located in the Share point baseline library andamp; Service Desk Share point

                                         If updates or changes are identified for standardized work, ensure to communicate to local Service desk Team Leader for action



Position Details

May 26, 2021
Others
S16179480006413
Texas / United States
Dallas
A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

Service Desk Analyst    Apply

Click on the below icons to share this job to Linkedin, Twitter!

Job Description:

Description:

The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.

This position is in a 24 x 7x 365 environment, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.

Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.

 

Quals/Responsibilities:

                    At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.

                    Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal

                   

 

 

 

                    Level 1 support

                    Email handling

                    Ensure timely review and action of email in the Service desk mailboxes

                    Ensure email filters are in place based on onboarding documentation (EPAC, EPV, DDOS, etc)

                    Phone call handling

o                   Phone login and logout compliance when on shift.

o                   Login and be available to take calls. When on break, lunch, etc ensure phone in after call work (ACW)

o                   Ensure when shift over, logged out of phone

o                   Demonstrate professional conversation during customer calls

                    Operations Bridge manager (OBM) event management

o                   Adhere to documented instructions with alert handling

o                   Document all actions is the associated incident ticket

                    Site scope monitoring

o                   Adhere to site scope validation after change maintenance windows

                    Escalation

o                     Application organization chart

o                   Invoke the appropriate MIR3 template for escalation

o                   Ensure escalation actions are documented in incident tickets.

                    Incident ticket (create, update) andamp; manage lifecycle of incident prioritization

                    Data integrity of incident record (categorization tab, resolution details, assignment, etc.)

                    Create and distribute required daily reports

                    Adhere to and execute using Standardized work instructions located in the Share point baseline library andamp; Service Desk Share point

                                         If updates or changes are identified for standardized work, ensure to communicate to local Service desk Team Leader for action