Talent.com
Service Desk Analyst
Service Desk AnalystiVision Scale LLC • Atlanta, GA, US
Service Desk Analyst

Service Desk Analyst

iVision Scale LLC • Atlanta, GA, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

Job Description – Service Desk Analyst

Title

Service Desk Analyst (Atlanta, GA - Managed Services)

Description

The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
  • Alert management to emerging trends in incidents.

Acquisition & Deployment

  • Deploy pre-packaged software using distribution tools and processes as requested by end users.
  • Assist in software releases and rollouts according to change management best practices.

    • Operational Management

  • Assisting in providing Level I support when request volumes are high.
  • Act as an escalation point for advanced or difficult help requests.
  • Build rapport and elicit problem details from service desk customers.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Escalate incidents with accurate documentation to suitable internal and external teams, when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Install antivirus software and ensure virus definitions are up to date.
  • Perform preventative maintenance, including checking and cleaning of workstations and servers, printers, and peripherals.
  • Test fixes to ensure an incident has been adequately resolved.
  • Develop knowledge articles and FAQ lists for end users.
  • Perform post-resolution follow-ups with Level I Analysts as required.
  • Contribute to Service Desk knowledgebase as needed
  • Reinforce SLAs to manage end-user expectations.
  • Provide suggestions for continual improvement.

    • Position Requirements

    Formal Education & Certification

  • College diploma or university degree in the field of computer science and / or 2+ years equivalent work experience.
  • The following certifications are highly desired

    • ITIL Foundation

  • Comptia A+
  • Comptia Network +
  • Google IT Support Professional
  • HDI Support Center Analyst (HDI-SCA)

    • Knowledge & Experience

  • Knowledge of advanced computer hardware, including Apple, Dell, HP, Lenovo, and others as required
  • Experience with desktop and server operating systems, including Windows 7+, Windows Server 2012+, and macOS 10+
  • Extensive application support experience with Microsoft Office
  • Working knowledge of a range of diagnostic utilities, including ManageEngine Desktop Central
  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Strong documentation skills.
  • Fluent English language skills.

    • Personal Attributes

  • Ability to conduct research into a wide range of computing issues is required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly, business-friendly, and technical language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

    • Work Conditions

  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

    • _____________________________________________________

    [job_alerts.create_a_job]

    Service Desk Analyst • Atlanta, GA, US

    [internal_linking.similar_jobs]
    Help Desk Analyst

    Help Desk Analyst

    innovitusa • Atlanta, Georgia, USA
    [job_card.full_time]
    Answer help desk phone calls and respond promptly to emails.Create and manage ServiceNow incidents for all phone and email requests. Escalate issues to staff members by assigning incidents to the ap...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    HVAC Field Service Support

    HVAC Field Service Support

    HVAC RNTL • Fayetteville, GA, US
    [job_card.full_time]
    At HVAC RNTL, we move fast—delivering commercial HVAC rental solutions when and where they're needed most.From one-ton spot coolers to large-scale chillers and cooling towers, our team re...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Field Service Manager

    Field Service Manager

    Step Up Recruiting • Fayetteville, GA, US
    [job_card.full_time]
    [filters_job_card.quick_apply]
    Candidates must be great at leading people.This is a leadership role requiring them to inspire the team and get them to buy into all company goals and standards while feeling appreciated, worthy, a...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Fulfillment Team Lead

    Fulfillment Team Lead

    DYR Sports • Alpharetta, GA, US
    [job_card.part_time]
    We suggest you enter details here.This is a part-time in person role for a Fulfillment Team Lead at DYR Sports, based in Alpharetta, GA. The Fulfillment Team Lead will oversee daily operations withi...[show_more]
    [last_updated.last_updated_variable_hours] • [promoted] • [new]
    Field Service Technician

    Field Service Technician

    FilterPro USA, LLC • Griffin, GA, US
    [job_card.full_time]
    We are seeking a Filter Changer to join our team.The primary responsibility of this role is to replace, clean, and maintain filters in various systems to ensure optimal performance.Company provides...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Senior Systems Analyst

    Senior Systems Analyst

    MillerKnoll • Atlanta, Georgia, United States
    [job_card.full_time]
    Why join us? Our purpose is design for the good of humankind.It's the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than you...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Analyst

    Analyst

    akkodis • Atlanta, GA, United States
    [job_card.full_time]
    You will design and implement secure, high-performance network solutions while leading upgrades and optimizing infrastructure for scalability. The rate may be negotiable based on experience, educati...[show_more]
    [last_updated.last_updated_variable_hours] • [promoted] • [new]
    Help Desk Analyst

    Help Desk Analyst

    Northside Hospital • Atlanta, Georgia, USA
    [job_card.full_time]
    Northside Hospital is award-winning state-of-the-art and continually growing.Constantly expanding the quality and reach of our care to our patients and communities creates even more opportunity for...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Hotel Analyst, Supplier Management & Delivery

    Hotel Analyst, Supplier Management & Delivery

    BCD Travel • Atlanta, GA, United States
    [job_card.full_time]
    Hotel Analyst, Supplier Management & Delivery .Start your journey with BCD : Grow, connect, collaborate and celebrate with our global team. Hotel Analyst, Supplier Management & Delivery (Remote).Full...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Workday Integrations Analyst

    Workday Integrations Analyst

    Cloudera • Atlanta, GA, United States
    [job_card.full_time]
    At Cloudera, we empower people to transform complex data into clear and actionable insights.With as much data under management as the hyperscalers, we're the preferred data partner for the top comp...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Work From Home

    Work From Home

    Remote Jobs • Brooks, GA
    [filters.remote]
    [job_card.full_time]
    Remote Jobs are now available in your area.This position is a work from home position.You will not need to come into the office. Benefits : Health Insurance, 401K, Vacation& PTO.Apply now! Work f...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Help Desk Analyst 1

    Help Desk Analyst 1

    Georgia Bureau of Investigation • Decatur, Georgia, USA
    [job_card.full_time]
    Previous applicants are no longer under consideration and will need to re-apply • •.This is a sensitive government position. Employment for the selected candidate(s) is contingent upon the successful ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    IT Service Desk Manager

    IT Service Desk Manager

    Smith • Atlanta, Georgia, USA
    [job_card.full_time]
    We are a leading architecture and design firm committed to creating impactful innovative spaces.We are looking for an experienced IT Service Desk Manager to lead our dedicated Service Desk team.The...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Service Desk Specialist I

    Service Desk Specialist I

    InsideHigherEd • Atlanta, Georgia, United States
    [job_card.full_time] +1
    The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily hou...[show_more]
    [last_updated.last_updated_30] • [promoted]
    IT Controls and Processes Analyst (Level I)

    IT Controls and Processes Analyst (Level I)

    Oglethorpe Power • Tucker, GA, US
    [job_card.full_time]
    The IT Controls and Processes Analyst is primarily responsible for the execution and management of ITIL and ITSM processes within Shared Services IT, such as incident management, change management,...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Systems Engineer

    Systems Engineer

    Delta Dental of California • Alpharetta, GA, United States
    [job_card.full_time]
    EMPLOYER : Delta Dental Insurance Company.Location : 1130 Sanctuary Pkwy, Alpharetta, GA 30009; Must live within reasonable distance from HQ and appear in office as required.Monitor and work ticket q...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Director, NISS Client Service Delivery

    Director, NISS Client Service Delivery

    Georgia State University • Atlanta, GA, United States
    [job_card.full_time]
    Director, NISS Client Service Delivery.National Institute for Student Success (NISS).The National Institute for Student Success at Georgia State University (NISS) is dedicated to helping colleges a...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Senior Analyst Net Revenue

    Senior Analyst Net Revenue

    Intermountain Health • Atlanta, GA, United States
    [job_card.full_time]
    The Net Revenue Management Analyst - Senior provides analysis and reports related to the net patient services revenue accounting function. The senior level analyst serves as a subject matter expert ...[show_more]
    [last_updated.last_updated_variable_hours] • [promoted] • [new]