We are looking for Service Desk Analyst with 2 to 5 years of experience.Required Skills:on call support/customer support, ITSM tool, incidents management, ticketting and troubleshootingJob ResponsibilitiesAnswers and responds to inbound calls \chat\email from end-users regarding issuesCreates and documents all support calls from the user community into the service desk tracking software (ITSM tool)Applies skills to resolve all technical trouble tickets at the service desk before referring to technical supportAnalyzes and resolves all application software or hardware incidents and requests from end-usersEnsures to log and tracks incidents and requests from identification through resolution stagesFollows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is completeUpdates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contactEnsures accurate and necessary information is obtained by utilizing Remedy Templates when availableResponsible for providing on-call support as neededFlexible for 24/7 support when requiredEstablishes and develops relationships with other IT&S teams through frequent constructive communicationResponsible for identifying shortcomings for implementing process improvementsComplies with and supports IT&S standards, policies, and proceduresLogs incidents and requests into appropriate product categorizationEnsures timely resolution or escalation of incidents, and promptly communicates on progress to end-usersHandles customers’ issues or requests with a professional attitudeGood-to-HaveStrong technical knowledge of information technology systems and infrastructureUnderstanding of risk management, mitigation, and incident response frameworksProviding technical diagnosis and solutions to users, either over the phone or via emailCollaborating with technical support teams to provide an efficient resolution to technical issuesEnsuring that users receive appropriate feedback and support throughout the resolution processAbility to stay calm under pressure and make sound decisions in crisis situations
We are looking for Service Desk Analyst with 2 to 5 years of experience.
Required Skills:
on call support/customer support, ITSM tool, incidents management, ticketting and troubleshooting
Job Responsibilities
- Answers and responds to inbound calls \chat\email from end-users regarding issues
- Creates and documents all support calls from the user community into the service desk tracking software (ITSM tool)
- Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
- Analyzes and resolves all application software or hardware incidents and requests from end-users
- Ensures to log and tracks incidents and requests from identification through resolution stages
- Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
- Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
- Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
- Responsible for providing on-call support as needed
- Flexible for 24/7 support when required
- Establishes and develops relationships with other IT&S teams through frequent constructive communication
- Responsible for identifying shortcomings for implementing process improvements
- Complies with and supports IT&S standards, policies, and procedures
- Logs incidents and requests into appropriate product categorization
- Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
- Handles customers’ issues or requests with a professional attitude
Good-to-Have
- Strong technical knowledge of information technology systems and infrastructure
- Understanding of risk management, mitigation, and incident response frameworks
- Providing technical diagnosis and solutions to users, either over the phone or via email
- Collaborating with technical support teams to provide an efficient resolution to technical issues
- Ensuring that users receive appropriate feedback and support throughout the resolution process
- Ability to stay calm under pressure and make sound decisions in crisis situations
Two95 International Inc., is a global technology firm specializing in
enterprise solutions that evolves over BPM, Mobility, Cloud, Analytics,
E-commerce & Social Business. Our client base includes several
Fortune 500 and mid-market companies across industries and varying
geographies.With vast knowledge and knowhow of 20 years in the IT field, we have
been chosen as INC500 fastest growing company in North America in 2013.
With the accolade of being ranked 11th in Human Resources by INC500, we
have also been nominated as the 3rd fastest growing company in South
Jersey by SJBM. We are ranked among the Top 20 IT Companies in New
Jersey based on the year-on-year growth for the last 3 years. With a
seasoned team of highly qualified personnel, our offices are located in
New Jersey, Canada and India.Our Specialties
Direct Hire,
Contingent Staffing,
Managed Outsourced Services..
Two95 International Inc., is a global technology firm specializing in
enterprise solutions that evolves over BPM, Mobility, Cloud, Analytics,
E-commerce & Social Business. Our client base includes several
Fortune 500 and mid-market companies across industries and varying
geographies.
With vast knowledge and knowhow of 20 years in the IT field, we have
been chosen as INC500 fastest growing company in North America in 2013.
With the accolade of being ranked 11th in Human Resources by INC500, we
have also been nominated as the 3rd fastest growing company in South
Jersey by SJBM. We are ranked among the Top 20 IT Companies in New
Jersey based on the year-on-year growth for the last 3 years. With a
seasoned team of highly qualified personnel, our offices are located in
New Jersey, Canada and India.
Our Specialties
Direct Hire,
Contingent Staffing,
Managed Outsourced Services..
