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Service Desk Analyst
Ref No.: 17-06703
Location: Islandia, New York
Position Type:Direct Placement
Start Date: 07/26/2017
Job Type: Permanent
Position: Service Desk Analyst
Industry: Information Technology
Location: Islandia NY
Start Date: ASAP
Salary: $40-$45k per year
Schedule: Monday- Thursday 9pm-7am

Responsibilities include:
  • Receive and log customer Incidents and Service Requests received by phone or email
  • Accurately classify, prioritize, and record Incident & Request details into the ticketing system
  • Providing first contact resolution when possible
  • Routing of tickets to tier-2 resolvers when necessary
  • Tracking and communications with the customer throughout ticket lifecycle
  • Ticket closing upon customer consent
Skill Requirements:
  • Maintains cooperative working relationships with staff members; a good team player
  • Customer focused with an understanding of business impacts
  • Detail oriented and organized
  • Outstanding oral communication skills (English language)
  • Ability to take and provide direction
  • Good troubleshooting and customer service skills
  • Familiar with IT Service Management concepts, practices, and procedures
Technical Requirements
  • Use of remote support tools for diagnosis and resolution
  • Break/fix for Mac OS, Win XP /Vista/Win 7/Win 8
  • Break/fix for PC, laptop, Mac, iPad, iPhone, Blackberry, Droid, printers
  • Break/fix for desktop and mobile device applications:
    • MS Office 2000, 2007, 2011, 2013, O365
    • Adobe CS Suite
    • Citrix
    • VMware
    • Web browsers IE /Mozilla/Safari/Chrome
  • Password reset and AD unlocks
  • Writing resolutions and processes and contributing to internal knowledge-base
  • Continual Service Improvement for Service Desk function
  • Other tasks assigned by management.
  • Knowledge of the ITIL framework and lifecycle
  • AS400 background a plus
  • Layer 1 networking skills
 
If qualified and interested please send your updated resume to sean.mullen@mondo.com! I look forward to hearing from you!