Helpdesk Analyst

Location: Tulsa, Oklahoma
Date Posted: 05-30-2018
Helpdesk Analyst
Direct-Hire – $50K
 
Role:
The Service Desk provides support for incident anticipation and identification.  The Service Desk Analyst will resolve or remit the incident information to the Service Delivery Desk in the form of an incident ticket. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests.  The Service Desk Analyst is an anticipatory role responsible for ensuring the stability of client systems.

Skills:
  • Technical background in a customer support environment
  • Familiar with Managed Services business operations
  • True desire to provide a WOW experience for the clients
  • Interested in growing the problem determination and resolution skills in a team environment
 
Responsibilities:
  • Proactively addresses and resolves basic incidents and requests for assigned client groups; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
  • Updates client profiles for systems and applications
  • Develops in-depth problem understanding, ensuring timely resolution or escalation, communicating promptly on progress of found issues
  • Grows general knowledge of current client environments, and facility-specific products; increasing ability to anticipate, identify, and resolve requests on first contact
  • Works with other team members as needed
  • Participates in the primary on-call rotation as required
 
Qualifications:
  • Minimum of 3 years or more experience in an enterprise support with a strong understanding Managed Services support
  • Minimum of 4 years in a technical support role (infrastructure support, software development, system administration, or network administration)
  • Fundamental knowledge in two or more of the following: System administration, Security, mobility, network and desktop/server operating systems, database systems, messaging, management and operations
  • Consistently practices strong organizational, communication, project management, negotiation, and problem-solving skills
 
Educational Requirements:
  • Bachelor’s degree is preferred
  • Project management certification, technical certifications, and/or ITIL Foundation Certificates preferred
 
 
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