Aquarius Professional Staffing

Customized Talent Solutions

SERVICE DESK ANALYST

Location: Miami, OH

CONTRACT TO HIRE

SERVICE DESK ANALYST ll

RESPONSIBILITIES:

  • Provide Tier II support by solving escalated incidents through direct knowledge and through consulting with Subject Matter Experts.
  • As needed, assist in provide Tier I support by answering calls coming into the call center and e-mail requests related to their use of supported software and services, retaining ownership until problem is resolved.
  • Communicate with the end user to ascertain quality of service and support issues.
  • Communicate utilizing varying social medias
  • Utilize appropriate Help Desk tools and applications.
  • Develop and document resolutions or workarounds for Incidents that lack a documented resolution or workaround in the Known Error Database and submit them for approval and publishing; able to manage the entire life-cycle of an Incident or Outage; work to obtain expertise and SME status in one or more Business Services.
  • Assist with and gather information required by root cause analysis techniques.
  • Build positive working relationships with other Support Desk and IT staff; develop a working knowledge of the roles other staff play and share information openly about own role; work collaboratively.
  • Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions.
  • Identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to define solutions; assist in solving intra-team problems.
  • Support end users in Release transition; identify and correct weaknesses within Release documentation; encourage and coach others to prepare for Release.
  • Participate in cross-functional projects; participate in diverse teams and work, recognizing the value of a variety of talents and knowledge.
  • Recognize  and escalate  situations.
  • Perform other related duties as required or assigned.

THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING:

  • ntermediate knowledge (2+ years) of desktop operating system support
  • Bachelor’s degree in related field or equivalent experience
  • Basic knowledge (1+ years) of networking and databases
  • Basic knowledge (1+ years) of application software