Job Details

Email to Friend Save Back

Service Desk / Application Support Analyst

HOUSTON-77001, TX, US
04/01/2019

-

Required Skills

VMWare, Microsoft Office Suite

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Great Opportunity to work with a Global Team!! Looking for someone who can hit the ground running and contribute from day one!

Role & Responsibilities:

1st point of contact for user Incidents & Service Requests

Work with a diverse group of stakeholders (in-house & client) and have the ability to manage user expectations and ensure effective and timely communication

Initial triage of Incidents & assignment in ITSM Tool

Resolve a large portion of user Incidents & Service Requests (within SLA)

Incident escalation - work closely with business analysts, technical and engineering teams for resolution

Work with Technical and Dev Team Leads to identify trends and spot potential Problems

Create and maintain knowledgebase and user documentation

Maintain and oversee installation, configuration, maintenance and troubleshooting of end users Workstation hardware, software and peripheral devices.

Support the delivery of in-house and market shipping applications including the understanding and promotion of new features and client on-boarding

Provision of ad hoc training / user 'on the job' guidance for shipping applications

Have a high level of professional responsibility ensuring the provision of high-quality proactive support

Maintain a professional demeanour

Essential Skills & Experience:

At least 2 years' experience of working in an IT technical support role including good problem solving skills with the ability to visualise a problem or situation and think abstractly to solve it.

Have experience and the ability to handle a constantly changing flow of support calls and technical assistance; remain productive during quiet times; be able to multitask effectively during busy times and remain professional and patient during stressful situations.

Have the ability to act on own initiative. A proven self-starter who can still work well within a team and within a framework of procedure and policies.

The ability to learn quickly, adapt and 'think on your feet' is essential when supporting the rollout of new shipping applications under tight deadlines

Genuinely want to deliver a first-class service

Be able to provide technical support over the telephone, email, chat and ITSM tools - good communication skills and a professional demeanour essential

Be self-motivated to on the job training and continuous personal development

Exceptional working knowledge of all products within the Microsoft Office Suite

Strong knowledge of Windows 7 and Windows 10

Experience of Active Directory administration, including adding users, configuring PCs and groups.

Desirable:

VMWare

Windows 10 experience

Apple Hardware & OS

ServiceNow

Azure

Understanding of ITIL concepts (ITIL Foundation certificate is an advantage)