Job Details
Corserva, a national Managed IT Service Provider headquartered in Trumbull, CT is looking for experienced, technical individuals to join our team!
GENERAL SUMMARY:
The Service Desk Analyst is responsible for handling first level support of service requests. This relates to all technology, to include: Physical, Virtual, and Cloud workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
IT Support relating to technical issues involving Microsoft s core business applications and operating systems - Physical, Virtual and Cloud.
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Service Ticketing system/application data entry and queue management
Support of backup and disaster recovery solutions
Basic remote access solution implementation and support: VPN, VDI, Remote Desktop Services, and Citrix
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
Knowledge Base - System documentation maintenance and review
Written and Verbal communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Ensure requests are routed to the proper resource or escalated in order to be resolved quickly and efficiently
Escalate service requests that require engineer level support
Responsible for entering time and expenses in company systems as it occurs
Understand processes in company systems by completing assigned training materials
Enter all work as service tickets into company systems
Qualifications
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization s key IT services for which support is being provided