Service Desk Analyst

Position Summary

The Service Desk Analyst is GENERALLY SKILLED in all areas of the front-line IT customer support.
Provides first level Service Desk support to STERIS employees for end user problems and requests.  Provides remote computer support to USA and Global facility and home based users. Uses problem recognition, research, isolation and resolutions steps to diagnose hardware, software and business application problems.  Performs wireless device support. Monitors and responds to problems assigned in a ticketing system recording conversations and troubleshooting in detail.  Assists with training customers on desktop applications, software, and hardware platforms. Escalates problems to appropriate I.T. resources when needed.  Participates in on-call rotation of Service Desk after-hours support.
Performs basic administration activities for user setup of network accounts, computer accounts and business application accounts.  Provides wireless device configuration and administration.  Creates and maintains standard operating procedures and knowledge base articles.  

Professionalism and cooperation when working with customers, team members and management is essential.
 

Duties

End User Support

1.    Provide first level Service Desk support to STERIS employees. 
2.    Provides phone support for end user problems and requests.
3.    Diagnose hardware, software and business application problems.
4.    Uses appropriate problem recognition, research, isolation and resolution steps.
5.    Perform computer hardware and software related repairs.
6.    Perform wireless device troubleshooting. 
7.    Keeps detailed record of customer conversation and troubleshooting steps to resolve an issue.
8.    Provides support for facility, remote facility and home based users.
9.    Provides support for USA and other global facilities.
10.    Monitors and responds to ticketing system assignments. 
11.    Assists with training customers on desktop applications, software\hardware platforms. 
12.    Escalates when needed; notifying appropriate I.T. resource.
13.    Participates in on-call rotation of Service Desk after-hours support.

End User Administration

1.    Basic user setup for network accounts, computer accounts, business application accounts.
2.    Configures and deploys mobile devices and performs wireless administration.
3.    Creates and maintains standard operating procedures and knowledge base articles
 

Required Experience

1.    Soft skill proficiency 
a.    Telephone etiquette with professional verbal and written communication skills
b.    Listening and questioning skills 
c.    Self-starter who adapts readily to changes in workload, staffing and scheduling
d.    Able to receive formal/informal training and retain the information so that it may be applied later at an independent level.
e.    Able to multi-task and seek out the appropriate resources independently to resolve issues.
2.    Technical proficiency – GENERALLY SKILLED
a.    Account Management:
ii.    Password
iii.    Joining computers to Active Directory
b.    Software:
i.    Windows Operating System, current and prior versions
ii.    Microsoft Office including Outlook
iii.    Spyware and virus software
c.    Hardware:
i.    Computer - laptop, tablet and desktop
ii.    Wireless – smart devices
 

Preferred Experience

1.    Experience in an IT technical support position. 
2.    Experience in a support call center.