Senior Service Desk Analyst

job summary:

• Provide ITSD and desk side support to all users.
• Excellent customer focus is required; this position includes frequent interaction with associates at all levels of the organization.
• Single point of user resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
• Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment, as required.
• Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.
• Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.
• Conduct end-user orientation and training for new hires.
• Provision and administer user accounts, distribution groups, and security groups in Active Directory.
• Rotate shifts/work alternative shifts when needed in order to support 24x7 production environment.
• Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.
• Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), and video conferencing.
• Process equipment and software requests and record asset information.
• Hardware/ software lifecycle management.
• Provide white glove (VIP) and executive support.
• Perform request fulfillment of moves & staff equipment changes at each location.
• Assist with regression testing of supported software through OS Patches and Upgrades.
• Push and install workstation and third party patches.
• Provide Windows OS, Mac OS, and Mobile OS support.

• Experience level: Experienced
• Minimum 5 years of experience
• Education: Bachelors