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Service Desk Analyst

NEW YORK-10007, NY, US
08/28/2018

-

Required Skills

customer service skills

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Service Desk Analyst

· Answer telephone calls directed to the Global Service Desk - logging and assigning to others if necessary, all calls received in the ticketing system, adhering to procedure.

· Review and act upon requests logged in the ticketing system, within specified timeframe.

· Methodically troubleshoot issues, discussing with other technical support staff when required, to research and find solutions.

· Support and maintain Audio Visual equipment on site and provide

· Scheduling and support of Video Conference calls

· Maintain onsite Coms rooms, carry out patching and support network infrastructure under the guidance of Network team and New York technical lead.

· Build, image and deployment of desktop hardware

· Component fix, replacement, and upgrades on desktop hardware

· Deployment of software

· Create and maintain accurate documentation for all user or technician processes.

· Share technical knowledge with other Service Desk staff to facilitate call resolution.

· Contact equipment vendors as required for request resolution.

· Perform user desk moves when required

· Perform user training when required.

· Liaise with local office technical point of contact at branch offices as required.

· Liaise with 3rd Party providers in coordination of resolution/maintenance activities.

· Assist in project deployments when required.

Skills and experience:

· Positive can-do attitude with a mature and professional approach.

· Excellent troubleshooting and diagnosis skills.

· Excellent verbal communication and customer service skills. Must have the ability to listen carefully, express ideas clearly and converse comfortably with a stranger, particularly under pressure situations either in person or on the telephone.

· Proven, excellent written communication skills – to write professional emails, communicate a range of information to staff across all levels of seniority, create documentation and write up research and analyze data.

· Strong eye for detail and a very good ability to follow procedures and implement them with users.

· Enthusiasm for and genuine interest in IT and technical support. Must also have excellent decision-making and problem-solving skills to manage multiple priorities.

· Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team.

· Strong eye for detail and an ability to follow procedures and implement them with users.

· Must also be patient and empathetic to the issues and concerns of others.

· Strong planning and organizational skills to enable proactive management of calls.

· Methodical approach with lateral thinking ability.

· Ability to cope with demanding situations.

· Willingness to be involved all aspects of IT