Service Desk Analyst - Aston, PA - Georgia IT Inc.
Aston, PA
About the Job
Job Title: Service Desk Analyst
Location: Aston, PA
Position Type: 6 months Contract
US Citizen/ GC and GC EAD
Job Description
Skills
Location: Aston, PA
Position Type: 6 months Contract
US Citizen/ GC and GC EAD
Job Description
- Logging of all incidents and requests.
- Conduct timely triage and escalation in accordance with SLA requirements.
- Address and resolve Priority 1, 2 and 3 level incidents and requests.
- Engage with other service desk resources and escalate as needed to other technical teams.
- Accurately document interactions, incidents, and problems.
- Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
- Enhance and develop procedural documentation related to user account provisioning and management.
- Develop, enhance and maintain knowledge base articles used by other IT staff.
- Produce and analyze reports and statistics on service requests, incidents and problems, highlighting trends and problematic areas.
- Create and modify workflows, groups and escalations in the ticketing system.
- Recommend and create service monitors to improve service visibility and problem response time.
- Development, management and execution of operational handbook - job runs, result verification, troubleshooting, escalation.
- Participate in after-hours software deployment and patching rotation. (Optional)
Skills
- Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated, driven and flexible.
- Strong written, oral and face to face communications skills in both technology and business situations.
- Adaptable and flexible in stressful situations.
- Must be dependable and punctual.
- Excellent ability to document process and procedure.
- Follow policies and procedures related to how problems are identified, received, documented, distributed and corrected.
- Ability to work collaboratively with employees within other IT groups to resolve system and application issues.
- Ability to organize complex tasks and perform activities requiring resolution of problems of moderate/complex technical scope.
- Experience using an ITSM tool, familiar with ITIL best practices and knowledge management.
- Service catalog management, CMDB and CI configuration.
- Troubleshoot and identify issues with ERP, BI and customer application.
- BA/BS or equivalent in education and experience.
- Minimum 2 years' experience in a Service Desk / Help Desk environment.
- ITIL V3 Foundation level qualification desirable.
- Minimum 2 year's Infor ERP experience desirable
Source : Georgia IT Inc.