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Service Desk Analyst I

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Job Summary

Company
Viotech Solutions
Location
New York, NY 10003
Industries
All
Job Type
Full Time
Temporary/Contract/Project

Service Desk Analyst I

About the Job

TITLE: Service Desk Analyst I

REQUIRED SKILLS: 2+Experience

DURATION: Consult to Perm

 

LOCAL CANDIDATES PREFFERED!! RELOCATION UNAVAILABLE!!

 

 

Job Description: The Service Desk Analyst I is responsible to provide direct professional customer service support and to be able to effectively manage sensitive and complex customer requests.  The Service Desk Analyst will work closely with the Level II support when required.

 

 

Responsibilities:

 

  • Provide support for standard and custom application portfolio suite.
  • Provide first level support to the divisional community for software, hardware, and various infrastructure related issues, and escalate to Level II and Level III as necessary.
  • Monitor open Incidents on a daily basis to ensure that requests are being handled in a timely manner.
  • Process network and application account requests, changes, and deletions.
  • Perform password resets for computer and voicemail applications.
  • Prioritize multiple issues and be able to complete tasks in a timely and efficient manner.
  • Operate within a team while maintaining the skill set to work autonomously.
  • Act as liaison between business communities and MTS.
  • Process Video Conference calls.
  • Strive to improve customer service, process, and efficiencies.

 

Requirements:

 

  • Minimum of 2 years work related experience

o       Knowledge of all Microsoft Office Suites, including Outlook and Entourage (Office 2003, Office 2007, Office 2010, Office 2013 and Office for Mac 2011).

o       Knowledge of Microsoft Operating Systems (WIN7) and Macintosh Operation Systems (Leopard and Snow Leopard).

o       Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware.

o       Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills.

o       Previous experience with tracking tickets in an incident management system.

o       Knowledge of VOIP technology and Cisco telephone system a plus.

o       Previous experience with Active Directory is desired.

o       Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc).

o       Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.).

o       Excellent ability to follow procedures and processes to ensure we remain IT Compliant.

o       Knowledge of Video Conferencing systems (CMA, RMX and MGC).

o       Ability to communicate technical subject matter to non-technical staff.

o       Proven track record of being detail oriented, with outstanding follow-through.

 

PHONE: 631-630-4640
FAX: 631-630-4638

 

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