Service Desk Analyst I 11PM- 07:30AM Saturday-Wednesday
The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service request.
All staff authorized to work within the Acuative Managed Platform for Government (AMPG-G) or Acuative Managed Platform for Defense (AMP-D) environments must adhere to the following these requirements:
Completed High School or GED eqv.
Acknowledge and sign off on any AMP-G or AMP-D related Access Agreements and Rules of Behavior documents
Review and adhere to the relevant AMP-G / AMP-D Policies and Procedures
Complete all mandatory Information Security & Compliance training
Protect against and report any suspicious or abnormal activity affecting the AMP-G or AMP-D environments

Functions

• First Level support for any information technology issue and problem following set processes and procedures
• Provide assistance by phone, email and/or using a ticketing management system
• Respond to alerts in a monitoring or management tool
• Incident que management
• Documentation for updates on internal knowledge base resolution and details
• End user password updates
• Manage critical incidents, escalations, and determine incident scope and impact
• Ticket follow up on tickets at pre-defined intervals until resolved
• Maintain status reports
• Liaison between customer and technical teams

Applicants should have

• Associates Degree or equivalent work experience
• Knowledge of WAN/LAN environments
• Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.
• Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting
• Ability Understanding of ITIL to thoroughly understand business processes and discern system issues from process issues
• Understanding of ITIL Processes
• Understandings of ITIL procedure
• Customer focused
• Ability to multitask

Please refer the Job description for details