<p><strong>Associate Service Desk Analyst</strong></p> <p> </p> <p><span><span><strong>Purpose</strong></span></span></p> <ul> <li><span>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.</span></li> <li><span>The Associate Service Desk Analyst ensures day-to-day service delivery problems are resolved and works on special projects as assigned.</span></li> <li><span>Administration – duties that tend to be standard protocol/scripted procedures used to document volume/issues and provide the most basic user service.</span></li> </ul> <p><span>- Ensures customer satisfaction by responding to calls to the Network Operations Center. Logs all customer questions and problems, and tracks them through resolution.</span></p> <p><span>- Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters.</span></p> <p><span>- Conduct assigned system maintenance</span></p> <p><span>- Gathers metrics for regular reports and summaries.</span></p> <p> </p> <ul> <li><span>Problem resolution- autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues. </span></li> </ul> <p><span>- Provides tier 1 support for all servers and systems in the production SaaS environment.</span></p> <p><span>- Works closely with tier 2 and 3 support teams to resolve events and complete projects</span></p> <p><span>- Assists Incident Management team during and after events to gather information and troubleshoot incident root cause.</span></p> <p><span>- Troubleshoots web site access and configuration issues</span></p> <p><span>- Troubleshoots all areas of web servers including accessibility, configuration, software and hardware</span></p> <p><span>- Manages and maintains application and systems monitors in the production SaaS environment.</span></p> <p><span>- Assists in developing scripts for automation tasks and process improvement</span></p> <p><span>- Supports and maintains third party applications</span></p> <p><span>- Assists in the implementation of new technical tools</span></p> <p><span>- Other duties as assigned.</span></p> <p> </p> <p><span><strong><span>Key Technical Competencies</span></strong></span></p> <ul> <li><span>Excellent communications and team skills</span></li> <li><span>Positive attitude in stressful situations</span></li> <li><span>Focuses on customer satisfaction as critical goal; regularly seeks input and feedback. </span></li> <li><span>Can effectively manage given tasks and projects in a timely and efficient manner</span></li> <li><span>Demonstrates follow-through until desired results are achieved.</span></li> <li><span>General server hardware knowledge</span></li> <li><span>Good understanding in Windows, Linux, networking, WAN and virtualization technologies</span></li> </ul> <p> </p> <p><span><strong><span>License/certifications required</span></strong></span></p> <ul> <li><span>MCP+I (Microsoft Certified Professional + Internet) is a plus or</span></li> <li><span>RHCSA</span></li> </ul> <p> </p> <p><span><strong><span>Pearson Profile Competencies</span></strong></span></p> <p><span><strong><span>Pearson Values</span></strong></span></p> <ul> <li><span>Brave</span></li> <li><span>Imaginative</span></li> <li><span>Decent</span></li> </ul> <p> </p> <p><span><strong><span>Education, Qualifications and background</span></strong></span></p> <ul> <li><span>Bachelor’s degree in Computer Science, MIS, related field or equivalent work experience.</span></li> </ul> <p> </p> <p><span><strong><span>Please click the link to apply - </span>https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1609008</strong></span></p>