Seneca Resources
Service Desk Analyst
Seneca Resources, East Rutherford, New Jersey, us, 07073
Title:
Service Desk AnalystDuration:
Long-term contractClearance:
Public Trust (sponsored)Hours/Location:
REMOTE (local to East Rutherford, NJ) & 8pm - 8am ESTJob Description:
The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.Level 1 support.Email handling. Ensure timely review and action of email in the Service desk mailboxes.Familiarity with outlook and the ability to organize and process a large volume of email.Phone call handlingPhone login and logout compliance when on shift.Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.Ensure when shift over, logged out of phone.Demonstrate professional conversation during customer calls.Operation Bridge Manager (OBM) monitoring.Adhere to documented instructions within the alert.Create incident ticket and assign to the appropriate group.Escalation for alert handling and high priority incidents.Utilize Everbridge for handling escalation procedures.Invoke the appropriate Everbridge template for escalation.Ensure escalation actions are documented in incident tickets.Incident ticket (create, update) & manage lifecycle of incident prioritization.Data integrity of incident record (categorization tab, resolution details, assignment, etc.)Proactive contacts for incidents about to breach Service Level Agreements (SLA)Incident restoral and closureQuality review of all incidentsCreate and distribute required daily reports.Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.Remote work - Utilized all the documented procedures when working from home.Avaya soft phone proceduresEstablishing bridge line/Microsoft TEAMSTransferring calls to bridge linesOBM monitoringElevated system access request handlingPassword resets/unlock account - Ensure a service Request ticket is initiated for all of these requestsOnsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ).Vendor/Law enforcement unit (LEU) escortsTape management/backup responsibilitiesShipping/receivingData center walk throughSafe AccessAssist facilities with hardware removal and installation as neededKnowledge and Skills Required:At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbalITIL Foundation Certification preferrable, but not required.
Service Desk AnalystDuration:
Long-term contractClearance:
Public Trust (sponsored)Hours/Location:
REMOTE (local to East Rutherford, NJ) & 8pm - 8am ESTJob Description:
The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.Level 1 support.Email handling. Ensure timely review and action of email in the Service desk mailboxes.Familiarity with outlook and the ability to organize and process a large volume of email.Phone call handlingPhone login and logout compliance when on shift.Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.Ensure when shift over, logged out of phone.Demonstrate professional conversation during customer calls.Operation Bridge Manager (OBM) monitoring.Adhere to documented instructions within the alert.Create incident ticket and assign to the appropriate group.Escalation for alert handling and high priority incidents.Utilize Everbridge for handling escalation procedures.Invoke the appropriate Everbridge template for escalation.Ensure escalation actions are documented in incident tickets.Incident ticket (create, update) & manage lifecycle of incident prioritization.Data integrity of incident record (categorization tab, resolution details, assignment, etc.)Proactive contacts for incidents about to breach Service Level Agreements (SLA)Incident restoral and closureQuality review of all incidentsCreate and distribute required daily reports.Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.Remote work - Utilized all the documented procedures when working from home.Avaya soft phone proceduresEstablishing bridge line/Microsoft TEAMSTransferring calls to bridge linesOBM monitoringElevated system access request handlingPassword resets/unlock account - Ensure a service Request ticket is initiated for all of these requestsOnsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ).Vendor/Law enforcement unit (LEU) escortsTape management/backup responsibilitiesShipping/receivingData center walk throughSafe AccessAssist facilities with hardware removal and installation as neededKnowledge and Skills Required:At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbalITIL Foundation Certification preferrable, but not required.