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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

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