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Help Desk Analyst III-US
Ref No.: 18-03014
Location: Syracuse, New York
Job Title: Help Desk Analyst III
Location: Syracuse, NY
Duration: 1 Year +

Job Duties:

To take phone calls from the field on IT incidents being raised via the FFHD and provide the next level of support , and improve resolving IT issues during first point of contact with the help desk.

Utilizing the Service Now tool to manage and record incident report to resolution.
  • Ensure a seamless resolution of issues by engaging with co-located resolver team to maximize first contact resolution
  • Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
  • Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
  • Windows Certification and experience in support both Windows and iOS based machines.
  • Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners.
  • Provide level 1 and Level 2 support on business applications once trained by the Application Support Teams
  • Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.
  • Manage data within ServiceNow tables, import data sets {HR, Location and Asset/CI data}
  • Knowledge Base - Create and Attach Knowledge Base Articles, View and Edit Knowledge Navigation.
  • Add/modify/delete users, groups and roles
  • Password and license management

Requirements:
  • Excellent customer service and telephone communication skills.
  • Experience in using active directory, making technical config changes on backend systems without disruption.
  • Experience in use of call center type telephony solutions.
  • Experience in using IT systems and relevant software to log incidents raised.
  • Problem solving skills.
  • Analytical skills to identify trends in issues reported and identify areas for improvements.
  • Experience of the concepts, objectives and life-cycle of Knowledge Management activities
  • Knowledge of ITIL governance and control processes and procedures
  • Flexible, adaptable and able to learn new concepts quickly
  • Excellent communication and collaboration skills
  • Strong analytical skills
  • Strong focus on detail, documentation development and quality assurance

Help desk operates Monday-Friday 07:00-19:00 (excluding holidays) so will work on a shift rotation basis