Service Desk Analyst Level III
Job Description :
The Service Desk Team Lead will have supervisory responsibility for additional Service Desk team members and potentially other members around application / database support.
The Team Lead will provide end-user support in creating documentation for recurring tasks including, but not limited to L1 / L2 support activities, triage IT tickets, assisting engineers with ticket closers, including monitoring and executing scheduled and ad-hoc processes.
This individual diagnoses, troubleshoots and resolves basic and moderate technical problems. This individual will also operate under defined processes & procedures.
Additionally, the Team Lead will make decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures.
The Support Analyst Team Lead will work closely with the IT / Security Operation Managers in supporting users in general IT problems for the Reinsurance segment.
Tasks / Responsibilities :
Required (R) / Optional (O)
MS Office (Word, Excel, PowerPoint, Access)
Microsoft Exchange and Outlook
Basic Network Troubleshooting
Microsoft Multifactor Authentication
ServiceNow ticketing system