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
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:
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
Unicon International, Inc.