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Help Desk Analyst
1 Applications Submitted for this Position

Job Description

Hi,

We are actively hiring for Help Desk Analyst at Syracuse, NY.

If interested, please respond back with your updated word format resume. No C2C/C2H. This position is on W2 only for US Citizens/ Green Card/ EAD.

Job Title: Help Desk Analyst

 

Location: Syracuse, NY

 

Duration: 12+ Months

 

Job Description:

To take phone calls from the field on IT incidents being raised via the FFHD (Field Force Help Desk Agents) and provide the next level of support , and improve resolving IT issues during first point of contact with the help desk. 

  • Utilizing the Service Now tool to manage and record incident report to resolution. 
  • Ensure a seamless resolution of issues by engaging with co-located resolver team to maximize first contact resolution 
  • Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact. 
  • Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly. 
  • Windows Certification and experience in support both Windows and iOS based machines. 
  • Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners. 
  • Provide level 1 and Level 2 support on business applications once trained by the Application Support Teams 
  • Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.  
  • Manage data within ServiceNow tables, import data sets {HR, Location and Asset/CI data} 
  • Knowledge Base - Create and Attach Knowledge Base Articles, View and Edit Knowledge Navigation.
  • Add/modify/delete users, groups and roles 
  • Password and license management

Job Requirements

Skills Required:

  • Excellent customer service and telephone communication skills. 
  • Experience in using active directory, making technical config changes on backend systems without disruption. 
  • Experience in use of call center type telephony solutions. 
  • Experience in using IT systems and relevant software to log incidents raised. 
  • Problem solving skills. 
  • Analytical skills to identify trends in issues reported and identify areas for improvements. 
  • Experience of the concepts, objectives and life-cycle of Knowledge Management activities 
  • Knowledge of ITIL governance and control processes and procedures 
  • Flexible, adaptable and able to learn new concepts quickly 
  • Excellent communication and collaboration skills 
  • Strong analytical skills 
  • Strong focus on detail, documentation development and quality assurance 

If interested, please respond back with your updated word format resume or apply for this job for complete details.

Regards

Dev

Job Snapshot

Employment Type Contractor
Job Type Information Technology
Education Not Specified
Experience 5 to 10 years
Manages Others Not Specified
Industry Energy - Utilities - Gas - Electric
Required Travel Not Specified
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Help Desk Analyst


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