The Service Desk Analyst provides problem determination and resolution; related to ACS technology issues primarily via telephone support and other communication tools such as e-mail, instant messaging and remote desktop tools. Records pertinent information about all incidents and resolutions to ensure customer satisfaction. Assists with special projects as required to enhance customer relations.
Areas of Responsibility:
- Performs problem determination and resolution support on ACS standard hardware and software following the established standards and operating procedures.
- Provides a high level of professionalism and customer service in all dealings with customers.
- Develops a working knowledge of the customer’s business need in order to provide technical support in the business environment.
- Utilizes problem management system to ensure customer problems are resolved.
- Follow established escalation procedures when problems need to be elevated to the next level of support.
- Assists with technical evaluations of new hardware and software as assigned to ensure products being evaluated meet business and technical requirements.
- Assists with the developing and testing of new and enhanced process and procedures.
- Assists with customer training as required.
- Uses all available educational resources to keep abreast of new developments in hardware, software, ACS policies, and customer satisfaction techniques.
Educational Background:
Bachelor’s degree in Information Technology or related field, or equivalent combination of education and experience preferred.
Skills/Experience:
- Minimum of one year of Service Desk experience with majority of time spent on phone support or two years of hardware/software experience in a support capacity.
- Understanding of Windows networks required.
- Adept in supporting Windows 7 operating systems required.
- Adept in supporting Microsoft products.
- Familiarity of web applications.
- Familiarity of mobile devices such as iPhones, Androids and Blackberries.
- Familiarity of communication protocols a plus.Demonstrates Information Technology Competencies:
- Business insight - Applies knowledge of business and the marketplace to advance the organization’s goals.
- Decision quality - Makes good and timely decisions that keep the organization moving forward.
- Action oriented - Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Optimizes work processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Ensures accountability - Holds self and others accountable to meet commitments
- Collaborates - Builds partnerships and working collaboratively with others to meet shared objectives.
- Communicates effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Instills trust - Gains the confidence and trust of others through honesty, integrity, and authenticity.
Other Skills:
- Analytical and problem solving skills.
- Demonstrated ability to follow problem through to resolution.
- Good interpersonal, oral, and written communication skills.
- Ability to perform in a team environment.
- Work is normally performed in a typical interior/office work environment.
- Ability to work well under pressure is a must.
- Understanding of urgent priorities.
- Ability to work on multiple tasks simultaneously.Service Desk Analyst must:
- Be available to work flexible hours.
- Maintain assigned laptop with work from home applications for disaster recovery and on call duties as assigned.
- Take the responsibility of the on call phone, including after- hours support for 2 weeks per calendar year.
- Participate in ITIL training as provided.
Job Function:
Organization Info
Listing Stats
Post Date:
Nov 7 2018
Active Until:
Dec 7 2018
Hiring Organization:
American Cancer Society
industry:
Nonprofit