IT Service Desk Analyst Level 2

at  EMAPTA

QUALIFICATIONS NEEDED:

• Education: BS in Information Technology, MIS, or similar program; or equivalent work experience
• Experience Target: 0 – 2 years experience in a similar capacity recommended

Technical Competency:

• Background in five or more of the following:
• Windows 7/10/2000/XP/Vista Desktop support
• Microsoft Internet Explorer/Office/Outlook
• Avaya or Nortel telephony
• Windows Server 2000/2003 support and administration
• Microsoft IIS, ISA, or Exchange
• Active Directory 2000/2003
• Knowledge of Microsoft SQL Server 2008-2019
• Local Area Networks (Cisco or 3Com)
• Wide Area Network
• Cloud such as Microsoft Azure or AWS
• Knowledge in TCP/IP
• PowerShell and VBScript
• RMM and MDM knowledge (remote management and deployment)
• ITIL experience and qualification would be an advantage
• Additional language skills to a technical level would be an advantage
• Knowledge of MDM and RMM software management/deployment software
• Experience using an MSP automation toolset such as Autotask or ConnectWise
• Understanding and experience in delivering the following technologies & solutions or similar (preferably with some relevant certifications):
• Microsoft technology such as Office 365, Microsoft AD, Exchange & Windows Server
• Experience in reading, writing, and analyzing SQL queries (MSSQL, MySQL, and PostgreSQL)
• Server-level technical skills: server builds and administration, setup and support, antivirus management; virtual environment administration
• Broad understanding of relational databases, data warehousing, mark-up languages, and web technologies

Personal Competency:

• Strongly customer service-oriented
• Good command of oral and written English
• Must have interpersonal communication skills and a pleasant demeanor
• Ability to carry out technical diagnosis/analysis
• Assertiveness
• Resourcefulness
• Engaging to internal (core teams) and external stakeholders (client/client staff)
• Have a flexible attitude and wide knowledge of IT
• Willingness to rotate shifts, as needed
• Ability to perform light hand activity work at a computer station in an office environment

A PREVIEW OF YOUR ROLE

Be part of our client’s team as an IT Service Desk Analyst Level 2, providing remote technical support to internal and external customers. Resolve incidents, manage service requests, and ensure SLA compliance. Work in a dynamic environment, communicating effectively and maintaining high levels of customer satisfaction.

RESPONSIBILITIES:

Customer Service:

• Provide remote telephone and email technical support and assistance for internal and external customers.
• Maximize the number of resolved incidents at the first line without referral and enhance customer satisfaction.
• Register, own, and manage all incidents and service requests.
• Work effectively in a highly pressurized environment, communicating with customers, maintaining enthusiasm, and displaying sound judgment.
• Work in a three-shift rotation pattern on a rota basis as required.
• Give technical advice to users through email, IM, or phone.
• Communicate ticket status directly with customers based on defined SLAs.

Technical Support:

• Provide 2nd level technical assistance concerning computer hardware and software, locally or remotely.
• Analyze, diagnose, and resolve complex desktop end-user problems and suggest corrective solutions.
• Oversee and resolve high-profile issues and address escalations.
• Initiate and manage projects, implementations, deployments, and ad-hoc activities.
• Provide timely and accurate support of incidents and requests while maintaining overall work team responsibilities.
• Monitor, receive, and register all incidents and service requests raised via email or phone call.
• Analyze the performance of hardware and software interfaces and identify alternatives for optimizing computer resource usage.
• Complete service requests regarding software and hardware problems.

Ticket Handling & SLA Management:

• Categorize and prioritize tickets based on impact, urgency, and relative service affected, leading to appropriate SLA target response and resolution times.
• Manage the entire service request process ensuring adherence to SLA.
• Inform/Escalate issues near breaching SLA or requiring immediate attention.
• Endorse/Escalate tickets to the appropriate functional/resolver group.
• Track the progress of tickets during its entire lifecycle to ensure resolution within the agreed SLA.

Communications & Documentation:

• Document processes and procedures for maintenance and support.
• Manage and maintain the department’s technical documentations and reports.
• Work with internal and external teams to ensure completion of requests.
• Process and send IT reports.
• Suggest and implement service improvements.

Collaboration & Infrastructure Management:

• Responsible for installation, setup, rollout, and maintenance of the company’s IT infrastructure.
• Develop and deploy all necessary security-related patches, including Microsoft operating system and application updates.
• Facilitate monthly security patch analysis for Microsoft security patches.
• Participate in cross-functional projects for the desktop and network platform.
• Design, install & repair station cabling/jacks as needed on servers, desktops, routers, switches, network equipment.
• Execute road map complying with technology best practices.
• Execute, document, and maintain desktop security standards.
• Assist in maintenance activities and disaster recovery testing.
• Provide primary support for anti-virus management.
• Collaborate with server team for anti-virus compliance for all workstations.
• Support and manage Active Directory environments, Servers, and Workstations.
• Provide assistance or respond to after-office calls support as necessary.
• Participate in rotational 24x7 support.