IT Service Desk Analyst II
Company: PLH Group Inc
Location: Irving
Posted on: January 9, 2021
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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
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