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Senior Service Desk Support Analyst in Goleta, CA at SNI Technology

Date Posted: 10/15/2018

Job Snapshot

  • Employee Type:
  • Location:
    Goleta, CA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

I'm currently working with a very elite client located in the Isla Vista area, who is currently looking to fill their Senior Service Desk Support Analyst role for a 12-18 month contract with the possibility to go perm.

Minimum Knowledge, Education, and Skill Requirements:
• High School Diploma or equivalency.
• 3+ years in a Call Center Service Desk environment.
• Three to four years of experience in an IT support role.
• Self-motivated team player.
• Demonstrated strong verbal, written, organization and interpersonal skills.
• Demonstrated a flexible approach to an ever-changing environment.
• Professional and courteous approach.
• Strong organizational skills.
• Excellent communication skills including a good telephone manner.
• Demonstrated ability to prioritize large volumes of work while maintaining a high quality of service and working to strict deadlines.
• Demonstrated ability to use troubleshooting skills to resolve inquiries professionally and accurately.
• Solid knowledge of Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call center, mobile devices, and anti-virus/spyware.
• Solid knowledge of desktop, laptop, and thin client hardware.
• Working experience with peripherals such as printers and desk phones.
• Familiar with ITIL processes and framework. ITIL v3 or 2011 certification a plus.
• Help Desk and/or Desktop Support technical certification a plus.

Duties & Responsibilities:
• Provide excellent customer service by ensuring that support services are delivered to meet business partners' needs and expectations.
• Identify process improvement opportunities on the Service Desk Support. Seek to continually improve the services provided within the Service Desk.
• Answer phone calls to the call center and resolve incident and service request tickets submitted via self-service.
• Perform occasional deskside support.
• Work with users to collect information pertaining to requests/incidents. Log call tickets accurately and completely using the ticketing system.
• Resolve tickets as capable and where resolution is not possible to assign a ticket to the appropriate team.
• Perform desktop and laptop system setup for on-boards and refreshes.
• Perform data transfer and inventory management tasks for off-boards.
• Maintain accurate asset records.
• Perform moves, adds and changes.
• Establish strong working relationships and understanding between the Service Desk and other IT support teams.
• Notify users as requested by the resolving area and close call tickets when a resolution is confirmed with IT support team.
• Provides support for meetings (audio/video).
• Develop and maintain knowledge of Support procedures, business area processes, desktop applications and tools through established knowledge management tools.
• Develops and maintains an understanding of Service Level Agreements. Seeks opportunities to improve knowledge, skills, and performance and is receptive to developmental feedback.
• Demonstrated ability to remain cool and controlled in a crisis and when under pressure, especially when dealing with frustrated business partners.
• Mentor new Service Desk employees.
• Demonstrated ability to use own initiative to improve the quality of the service provided and the working environment for the team.
• Demonstrated the ability to assess and document the information given accurately and completely, interpreting user /IT terminology as required.
• Provides common structured communication to business partners, management and other IT team members as related to incident management.
• Participate in project and change work under the guidance of the Project Manager/Team, IT Management, and/or a Senior Support Specialist.
• Perform asset management tasks to ensure accurate inventory.