IT Service Desk Analyst II

Essential Duties And Responsibilities

• Ensures end user satisfaction by responding to calls, self-service tickets, emails, and chats to the Service Desk.
• Logs all end users questions and problems and tracks the same through to resolution within our ITSM tools (ServiceNow).
• Ensures timely escalation of end user problems by documenting the impact to the end user and by assigning an appropriate severity and target resolution time.
• Analyze historical data to identify opportunities to document process flows and shift left.
• Partners with L2 support groups to implement shift left initiatives (i.e. L2 to L1 support, L1 to L0/Self-Service).
• Uses communication skills in problem resolution with users; walking users through a series of steps to determine problems.
• Provide network and computer technical support remotely.
• Evaluates, analyzes and documents trends and if necessary, implement corrective actions.
• Offer support to other technicians and contractors as they troubleshoot and resolve end user and client issues.
• Defines and creates processes and procedures.
• Maintains service level agreements (SLAs) and reports service level breaches.
• Supports ServiceNow development for incident management, service catalog, request management, and/or knowledge management by drafting User Stories, performing user acceptance testing, and providing feedback via electronic communication and/or meetings.
• Analyze recurring issues and user interactions for self-service opportunities, proactively recommending updates to knowledge articles, chatbot workflows, and automation solutions to improve efficiency, reduce repeat contacts, and enhance the end-user experience.

Skills

• Strong dedication to quality end user service and a working knowledge of enterprise-wide service delivery procedures.
• Strong verbal and written interpersonal and communication skills.
• Superior telephone etiquette and an ability to deal effectively with end users, vendors, peers, and management.
• Assertive individual who can relate to people at all levels of an organization.
• Well-organized and self-directed individual who can work with minimal supervision.
• Ability to work with peers in a team effort.
• Working knowledge of advanced networking concepts and troubleshooting steps.
• Ability to work a rotating on-call shift.
• Ability to work extended hours, weekends, and holidays pursuant with industry demands.
• Experience and good understanding of the following: Microsoft Active Directory, Microsoft SharePoint, Windows 7 / 10.
• Familiarity with the fundamental principles of ITIL / SLA.
• Working knowledge of enterprise network systems, including remote access systems such as VPN.
• Proficient in Microsoft Office and industry related software programs.

Qualifications

• Education: Bachelor's Degree in Information Technology or equivalent work experience and client support experience required.
• Technology Infrastructure Library (ITIL) CompTIA A+ and/or Network+ certification a plus.
• Preferred certifications in Microsoft operating systems or other applications as well as any other industry standard certifications.
• Experience: Minimum five (5) + years technology experience preferred with two to four (2-4) years as Client Support Analyst.
• ServiceNow management tool experience a plus.
• Knowledge Management experience.
• Understanding of virtual systems, including virtual servers and workstations.
• Experience with banking industry applications i.e. Core banking platform(Fiserv).
• Use of remote support applications.