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Service Desk Analyst Level I, Temporary

Expired Job

Sage Publications Thousand Oaks , CA 91360

Posted 3 months ago


The IT Service Desk Analyst Level 1 is a member of the Service Desk team that provides day-to-day first level technical support to end users applying knowledge of information system services to assist users and maintain company operations. Provides support to end users on a variety of differing issues; identifying, researching, and resolving technical issues that are raised. Documents, communicates, tracks, and monitors the issues to ensure a timely response and resolution that meet the company Service Level Agreements. Familiar with a variety of IT concepts, practices, and procedures relating to IT and the software utilized in the company.

The IT Service Desk Analyst Level 1 must be positive, enthusiastic, flexible, creative, and reliable, able to provide local and remote technical support and build experience and judgment to plan and accomplish all goals. A degree or creativity and latitude is expected when researching and problem solving issues.

Essential Job Functions & Responsibilities

The job functions include, but are not limited to, the following:

  • Provide accurate and creative solutions to basic user IT requests of a simple to moderately complex nature to ensure continued user productivity

  • Answer incoming IT Service Desk calls while routing new incoming IT Service Desk tickets

  • Log all Service Desk tickets with questions, issues, problems, and requests with accurate and complete information

  • Research, resolve, and respond to all calls, e-mails, callbacks, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures

  • Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures

  • Provide technical advice, guidance, and informal training to customers

  • Support and train users on all video conference equipment

  • Setup Conference Rooms for meeting that require special computer, phone or video conference requirements

  • Maintain printer inventory, toner, and environment

  • Support, maintain, and train users on mobile handheld devices

  • Develop and maintain a thorough working knowledge of in-house applications, computer hardware, operating systems, on-line services and all other current technology used to support end users

  • Image, Install, and configure computer hardware, computer software, printers, and other peripherals

  • Edit and update Master Routing list to better manage ticket routing and ticket escalation.

  • Assist in computer or office moves

  • Work with vendors with equipment repair, supplies, and issue tracking

  • Support multiple locations and remote users via remote tools

  • Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary support to customers

  • Involvement in small IT projects with intervention from Management learning how to control and provide regular situation report when required

  • Perform other related duties as requested and required

Qualifications & Education

  • 2 years of demonstrated technical and customer service experience is required

  • Excellent customer service, telephone etiquette, and interpersonal skills

  • Strong verbal and written communication skills and the ability to effectively listen

  • Ability to stay organized and work on multiple tasks simultaneously in a fast-paced environment and meet time constraints

  • Ability to maintain a high level of customer trust and confidence in the team's knowledge and concern for users' needs

  • Demonstrated knowledge of technical specifications of various IT Equipment and software packages including: PC's, printers, Microsoft Office solutions, Microsoft Operating Systems

  • Ability to work as part of a team environment or in a team environment

  • Flexibility to work evening and weekend shift hours as needed for special projects

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Service Desk Analyst Level I, Temporary

Expired Job

Sage Publications