Service Desk Analyst L1 - Group Nine LLC
Everett, WA
About the Job
Role: Service Desk Analyst L1
Location: Everett, WA (Hybrid)
Duration: Long Term Contract
Primary Skills
u Graduate with Minimum 3+ years of experience in service Desk
u Excellent communication and conversation skills in English with a Versant Score of 70
u Good Knowledge of Incident, Change and Problem Management
u Manage Service Desk activities, including:
o Owning overall responsibility for Incident and Service Request process handling on the Service Desk
o Liaise with the Service Manager
o Help with the development and issuance of Service Desk Operational Reports
o Liaise with the designated Change lead as requested.
u Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
u Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.
u Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.
u Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
u Attend voice calls.
u Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
u Use Remote Desktop to assist the end users as required.
u Good Knowledge on O365 products.
u Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
u Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
u Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
u Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
u Proactive problem management is an added advantage.
u Good Knowledge and proven skills in Vendor Management
u Good Knowledge on ZOHO ITSM tool
u Should possess excellent customer handling skills
u Ability to handle unforeseen situations
u High level of acceptance and understanding in dealing with end users and situations
Certifications
u Candidate to be ITIL certified