Basic FunctionThe IT Service Desk analyst (SDA) is a part of Liberty Power’s Information Technology Service Management Team. Its main role is to provide support for basic incident resolution and requests reported to the division service desk. The SDA is also responsible for collecting information through customer conversation, accessing support tools, and additional service resources if needed.
EducationGraduate of any 4-year degree course
Experience in ITIL governed processes
Working Knowledge of Team Foundation Server is a plus
Working Knowledge of Service Desk Software (iSupport is a plus)
Specific Duties and ResponsibilitiesService Desk Analyst will perform theFunctionsoutlined below:
• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability.
• Uses the appropriate categories for logging incidents and requests.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
• Adheres to and supports LP standards, policies, and procedures.
• Maintains and protects confidentiality with regard to all aspects of customers and employee information.
• Provisions, maintains, and removes security privileges for users of LP systems.
• Participates in development/review of division security processes/procedures under supervision of Service Desk Management.
• Escalate to tier 2 support requests that cannot be addressed by tier 1, but keep track of the resolution until it is closed.
• Works with members of the desktop/network teams and other workgroups within LP on projects and initiatives as needed.
• Performs other duties as assigned
Specific Duties and Responsibilities
Ticket Handling and Resolution
SDA should troubleshoot incidents and provide resolution to the business user.
Timely Escalates issues to the Developer Lead if and only if SDA does not have the tools to resolve the issue.
Monitor Appsupport Inbox at all times and reply in a timely manner to business users.
Documents tasks through relevant notes and trackers.
Qualifications• 1+ years of IT Production support experience preferably in Incident, Change and Problem management.
• Excellent Customer Service skills, quickly able to understand the customer need.
• Excellent written and oral communication skills in the English language.
• Ability to track deliverables across multiple internal and external departments.
• Strong sense of ownership and responsibility.
• Ability to engage in multiple-simultaneous efforts with rapidly changing assignments and multiple priorities.
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