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Management- IT Service Desk Analyst

Expired Job

Unicon International, Inc. Columbus , OH 43215

Posted 4 months ago

We are currently accepting resumes for an O365/ID management- IT Service Desk Analyst in Columbus, OH.

The selected candidate will perform the following duties:

  • Act as a single point of triage/contact for phone calls and emails from incoming service now tickets regarding IT issues

  • Provide first and second line technical support to internal staff

  • Range of administration duties within this role related to exchange and Identity management administration

  • Participate in ticket prioritization, assignment, escalation, tracking, reporting and management of time and resources

  • Receiving, logging and managing calls from internal staff via telephone and email

  • Maintaining an Asset Database or track changes via Service Now

  • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Email administration (0365 and Identity Management) troubleshooting may involve PowerShell skillsets

  • Troubleshoot basic email, licensing, identity management issues

  • Escalate unresolved calls to the infrastructure support team Tier III

  • Log all correspondence in the Service Now

  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

  • Document resolutions and place in knowledge base (Service Now)

  • To maintain a high degree of customer service for all support queries and adhere to all service management principles

  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) regarding Office 365 products to our agency customers

  • Provide stats for the weekly Service Desk report on call trends

  • Review you service now queues appropriate and ensure tickets are assignment appropriately

  • Ensure ticket assignments and completions are met with in the appropriate SLAs of OIT standards

  • Publishing support documentation to assist staff with requests for information & provide staff training if required

Required Skills and Experience:

  • Bachelors degree in computer science, management information science, or related field

  • 2-3 years previous IT Service Desk and/or Call Centre experience

  • Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

  • Office 365 admin console experience

  • PowerShell experience creating scripts, etc.

  • MS exchange administration and migration experience

  • Incident Management experience Managing incidents including business expectations and communication

  • Basic User & Security Group Active Directory administration

  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and
    Office 2007

  • Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, delegation)

  • Self-motivated achiever who gains satisfaction from providing excellent customer service

  • Aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.

Preferred Skills and Experience:

  • ITIL qualification
    UNICON International, Inc. is an Equal Opportunity Employer.

If you are interested in working for an organization where honesty, integrity and quality are among the core principles then click apply today!

Keywords: O365/ID management- IT Service Desk Analyst, Tier I/II

O365/ID management- IT Service Desk Analyst, Tier I/II
12 months

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Management- IT Service Desk Analyst

Expired Job

Unicon International, Inc.