Desktop Analyst from Collabera

One of our Direct Client looking for Senior Service Desk Analyst.

JOB DETAILS

Title: Senior Service Desk / Dektop Analyst
Location: Canonsburg, PA ( onsite )
Duration : Longtermt

Please email me at naresh.maradapu@collabera.com to speak in detail about the job.

Top Skills : Service Desk Analyst, Help Desk Analyst, DeskTop Analyst, Desktop, Service Dsk, helpdesk, IT support, Tier 1 support, Tier 2 support, Phone support, Windows, SCCM

JOB DESCRIPTION

Must Have:

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  Core responsibility is customer service, setting up machines, phones
  
  


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  5+ years of experience as a helpdesk analyst - SCCM, Exchange, Outlook, Windows OS
  
  


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  Support 300+ on site employees with helpdesk related issues (Phone support, printer/wifi support and connectivity (VPN), setting up new user accounts, etc)
  
  


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  Mixed bag of hardware/software requirements
  
  


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  No formal ticketing system, self-managed process - Need someone that understands change control, process control, etc, 
  
  

• Provides documented break/fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP, mobile connectivity & associated peripherals, including workstation, peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.


• Recognizes, documents, and addresses more complex and/or systemic problems and work with other technology support teams when required.

• Proposes and evaluates new service offerings, advocating customer requirements and perspective and maintaining alignment with IT roadmap.

• Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.


• Recognizes, documents, resolves and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.

• Solicits, collaborates on and authors, reviews and/or edits client facing knowledge content to enable self-service and lowest cost of service.

• Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.


• Provides other required support services during peak demand periods and other high volume scenarios as necessary.

• Applies and adheres to established company and location safety values, culture and work processes & procedures; actively participate in safety rituals.


• Performs other duties as assigned.

Nice To Have:

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  SOX background is a plus