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Service Desk Analyst

Expired Job

Robert Half Technology Miami , FL 33178

Posted 2 months ago

? Learn and implement approved MIS policies, processes and procedures

  • Monitor the Service Management queues following the Service Desk checklist

  • Provide initial response support to the Meggitt sites in the UK

  • Log all incidents and service requests in the Service Management system

  • Create well-documented and actionable tickets. Ensure all relevant information is entered in the Service Management system

  • Resolve incidents and fulfil requests upon initial response where possible

  • Triage all support requests coming to MIS UK via the service desk phone, e-mail, and self-service portal

  • Escalate incidents and requests following the escalation and notifications procedure

  • Collaborate with team members that may be located in another regional office

  • Use Knowledge base to investigate, diagnose and resolve incidents remotely

  • Request and/or create knowledge articles in the knowledge base

  • Meet Service Level Agreements and Continuous Improvement objectives

Job Requirements


  • University degree (or equivalent work experience) in Computer Science, Engineering, or other technical field, or Business Administration with relevant IT work experience

  • Microsoft technical certification in desktop administration or similar

  • At least two years? Service Desk support experience

  • Strong customer service skills

  • Knowledge of ITIL v3

  • Logical approach to problem solving

  • Self-motivated Team player

  • Patience and ability to remain calm under pressure

  • Experience in the day to day support of:

o Printer Support

o Desktop Applications

o Desktop Administration

o "Service Now" IS A MUST

o Windows Support

o PC network and internet connectivity

o Windows Operating Systems

o Remote Access Tools

o Active Directory

o Microsoft Exchange Administration

o SharePoint

o VIP Support

  • Systematic problem solving skills

  • Strong oral and written communication skills

Analyst, Customer Service, Exchange, Management, PC, Printer, Windows

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Service Desk Analyst

Expired Job

Robert Half Technology