Roles & Responsibilities
The Service Desk Analyst performs the following roles and responsibilities: Entry Level - Will Train.
Several openings at: 2nd Shift Tuesday - Sat 3PM to 11:30 PM

Network Monitoring and Surveillance

• Monitor elements, devices and other components within a designated span of control (WAN, SD-WAN, Transport) to identify events, incidents or problems with services, networks or elements
• Log identified incidents / problems in the ticket system
• Initiates the incident management process

Initial support for Incidents and Service Requests

• Provided first-level support by handling incidents or Service Requests using the Incident Reporting and Request Fulfilment processes
• Collects, obtains and logs information necessary to diagnose the incident
• Performs initial diagnosis
• Resolves routine incidents

Incident Management / Restoration Management

• Direct, coordinate and oversee the actions of the resources restoring a service
• Drive service restoration to meet defined Incident Management policies and service level commitments
• Drive the efficiency and effectiveness of the Incident Management process
• Produce management information
• Manage the work of incident support staff (first- and second-tier)
• Monitor the effectiveness of Incident Management and making recommendations for improvement
• Develop and maintaining the Incident Management systems
• Manage Major Incidents (Severity 1 and Severity 2)
• Develop and maintaining the Incident Management process and procedures

Note: The Incident Management role is given the authority to manage incidents effectively through first, second, and third tier support.

Major Incident Team Member

• The Major Incident Team Member role is to provide subject matter expertise to facilitate resolution of the Incident within the Incident Management process.

Communications Specialist

• Establish and manage bridge calls for incidents and outages
• Provide notifications for incidents and outages
• Provide a point of contact for to the incident response team
• Provide translation of incident communications from technical details into non-technical summarizations.

Minimum Qualifications

• US Citizen with background check
• High School Diploma or GED
• Some understanding of LAN, WAN, SD-WAN and Network Transport technologies including VPN, and DMVPN.- we will train on the specifics
• Basic understanding of runbooks and troubleshooting network issues.(we will train on this)
• Excellent oral and written communication skills.

Organized, self-starter that has superior customer service skills and pays close attention to detail.

Please refer the Job description for details