Service Desk Analyst Level II
Job Description :
The Service Desk Analyst provides first level support and problem resolution to the Reinsurance segment. The individual will be responsible for intake of requests through email and logging the request into our Service Now platform to ensure proper tracking to closing of the ticket.
The individual will be working close with the Desktop Engineering across the different location to provide VIP service.
Tasks / Responsibilities :
Perform day-to-day support work for the company's end users.
Help Desk Ticket Resolution
Workstation Standards, Images and Deployments
Desktop Application Installation and Management
User On-Board / Off-Board
Ring Central video and desktop phone Administration
Anti-Virus and Patch Management
Assist with Ad Hoc projects and backup support for the Desktop Support team
Mobile and Remote access support
Excellent Customer Service Skills
Knowledgeable in Windows 10
Strong analytical skills, spreadsheet skills, and business problem solving skills.
Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
Ability to work well independently and as part of a team.
A positive attitude with the ability to handle issues with diplomacy and an understanding of changing priorities.
BS in IT or any related field
Required (R) / Optional (O)
MS Office (Word, Excel, PowerPoint, Access)
Microsoft Exchange and Outlook
Basic Network Troubleshooting
Microsoft Multifactor Authentication
ServiceNow ticketing system