Service Desk Analyst - Aston, PA - Georgia IT Inc.

Aston, PA

Job Title: Service Desk Analyst
Location: Aston, PA
Position Type: 6 months Contract

US Citizen/ GC and GC EAD
Job Description

Logging of all incidents and requests.
Conduct timely triage and escalation in accordance with SLA requirements.
Address and resolve Priority 1, 2 and 3 level incidents and requests.
Engage with other service desk resources and escalate as needed to other technical teams.
Accurately document interactions, incidents, and problems.
Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
Enhance and develop procedural documentation related to user account provisioning and management.
Develop, enhance and maintain knowledge base articles used by other IT staff.
Produce and analyze reports and statistics on service requests, incidents and problems, highlighting trends and problematic areas.
Create and modify workflows, groups and escalations in the ticketing system.
Recommend and create service monitors to improve service visibility and problem response time.
Development, management and execution of operational handbook - job runs, result verification, troubleshooting, escalation.
Participate in after-hours software deployment and patching rotation. (Optional)

After hours On-Call rotation, typically 1 week a month. (Optional)
Skills

Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated, driven and flexible.
Strong written, oral and face to face communications skills in both technology and business situations.
Adaptable and flexible in stressful situations.
Must be dependable and punctual.
Excellent ability to document process and procedure.
Follow policies and procedures related to how problems are identified, received, documented, distributed and corrected.
Ability to work collaboratively with employees within other IT groups to resolve system and application issues.
Ability to organize complex tasks and perform activities requiring resolution of problems of moderate/complex technical scope.
Experience using an ITSM tool, familiar with ITIL best practices and knowledge management.
Service catalog management, CMDB and CI configuration.
Troubleshoot and identify issues with ERP, BI and customer application.

Qualifications:

Source : Georgia IT Inc.