Service Desk Analyst

at  Ahead

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual’s race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

QUALIFICATIONS:

• 2-3 year’s technical helpdesk or technical call center experience required
• CompTIA A+ certification preferred
• Hands-on work experience with the following:
• Windows Operating Systems
• MAC Operating Systems
• Knowledge of Active Directory, O365
• User account management for Active Directory,
• O365/Exchange Mailboxes, Distribution lists
• Remote desktop connectivity
• MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)
• Internet browsers (Explorer, Chrome, Firefox)
• VPN and remote dial-in users
• 2-factor authentication, soft tokens
• Support for laptop, desktops, and printers
• Smartphone support
• Execute basic queries and administrative tasks for MS SQL, helpful
• Others:
• Sharepoint, Adobe Acrobat and other common desktop applications
• Experience with monitoring tools/applications like LogicMonitor, Nagios, etc.
• Job scheduler applications like Tidal or Autosys

• Accept and log customer calls
• Monitor events / notifications via the monitoring tools.
• Triage customer calls per specified severity levels
• Execute first attempt to resolve the customer call
• Refer customer call to the appropriate level two/three support group
• Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)
• Update the customer call record or incident ticket as required
• Escalate customer calls to the appropriate management level when thresholds are violated
• Close customer calls and tickets upon completion
• Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.
• Perform account management services – User Account creates/disables/terminations/name changes, etc
• Monitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errors
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
• Distribute daily turnover reports to customers as needed
• Communicate response times for dispatched tickets to the customers
• Manage service requests ensuring adherence to SLA
• Assist with cross training of Service Desk team members as needed