Service Desk Analyst

KEY RESPONSIBILITIES:

• Assist users experiencing technical problems with hardware, software, networking and computer related issues.
• Ability to walk end user through diagnostic procedures to identify, resolve, or determine source of error.
• Log, track, and maintain detailed incident reports on all calls.
• Assist in monitoring of Branch and Home office technologies, network connectivity, and data line utilization.
• Communicate with software and hardware vendors to request service, updates, and resolution of open tickets.
• Maintain Help Desk procedures and training material.
• Analyze incident reports, determine the cause, and make recommendations to reduce help line incident rate.
• Adhere to Company attendance, punctuality, and meal and rest break requirements.
• Maintain concentration and focus in order to meet performance goals.
• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals.

QUALIFICATIONS:

• Bachelor's Degree in Information Technology or any related discipline
• Minimum of three years in IT technical support
• Self-driven, able to work independently as well as with a team
• Excellent written and verbal communication skills
• The ability to meet deadlines and deliver quality work in a fast-paced environment
• Able to work remotely on a nightshift schedule following EST/CST