IT Service Desk Analyst II

Company: PLH Group Inc
Location: Irving
Posted on: January 9, 2021

Job Description:

The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes remote users at other offices and home workers.
Responsibilities:

• 
  Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• 
  Receiving, logging and managing calls from internal staff via telephone and email
• 
  Maintaining an Asset Database and track changes
• 
  1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as cellphones, Laptops, PCs and Printers
• 
  Troubleshoot basic network issues such as ADSL broadband issues
• 
  Escalate unresolved calls to the infrastructure support team
• 
  Log all calls in the Service Desk Call Logging system
• 
  Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• 
  To maintain a high degree of customer service for all support queries and adhere to all service management principles
• 
  Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
• 
  Provide stats for the weekly Service Desk report on call trends
• 
  Publishing support documentation to assist staff with requests for information & provide staff training if required
• 
  Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• 
  To arrange for external technical support where problems cannot be resolved in house
  Requirements:
  • 
    Excellent communication skills and telephone manner
  • 
    Excellent organizational skills
  • 
    2 years previous IT Service Desk
  • 
    Incident Management experience - Managing incidents including business expectations and communication
  • 
    You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
    #CB
    Education
    Preferred
    • 
      Bachelors or better in Information Technology

Keywords: PLH Group Inc, Irving , IT Service Desk Analyst II, Professions , Irving, Texas