Associate Service Desk Analyst

Associate Service Desk Analyst

 

Purpose

• Working in a 24x7 OCC environment, the Associate Service Desk Analyst is responsible for working with internal and external engineering teams to rapidly resolve major and minor incidents.
• The Associate Service Desk Analyst ensures day-to-day service delivery problems are resolved and works on special projects as assigned.
• Administration – duties that tend to be standard protocol/scripted procedures used to document volume/issues and provide the most basic user service.

- Ensures customer satisfaction by responding to calls to the Network Operations Center. Logs all customer questions and problems, and tracks them through resolution.

- Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters.

- Conduct assigned system maintenance

- Gathers metrics for regular reports and summaries.

 

• Problem resolution- autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues. 

- Provides tier 1 support for all servers and systems in the production SaaS environment.

- Works closely with tier 2 and 3 support teams to resolve events and complete projects

- Assists Incident Management team during and after events to gather information and troubleshoot incident root cause.

- Troubleshoots web site access and configuration issues

- Troubleshoots all areas of web servers including accessibility, configuration, software and hardware

- Manages and maintains application and systems monitors in the production SaaS environment.

- Assists in developing scripts for automation tasks and process improvement

- Supports and maintains third party applications

- Assists in the implementation of new technical tools

- Other duties as assigned.

 

Key Technical Competencies

• Excellent communications and team skills
• Positive attitude in stressful situations
• Focuses on customer satisfaction as critical goal; regularly seeks input and feedback. 
• Can effectively manage given tasks and projects in a timely and efficient manner
• Demonstrates follow-through until desired results are achieved.
• General server hardware knowledge
• Good understanding in Windows, Linux, networking, WAN and virtualization technologies

 

License/certifications required

• MCP+I (Microsoft Certified Professional + Internet) is a plus or
• RHCSA

 

Pearson Profile Competencies

Pearson Values

• Brave
• Imaginative
• Decent

 

Education, Qualifications and background

• Bachelor’s degree in Computer Science, MIS, related field or equivalent work experience.

 

Please click the link to apply - https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1609008