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Service Desk Analyst in Tampa, FL at KEPRO

Date Posted: 4/16/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Tampa, FL
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    4/16/2018

Job Description

JOB TITLE:                Service Desk Analyst - BFCC

REPORTS TO:         Manager, ITS Service Desk

Summary Description:

Provide telephone and/or e-mail-based customer support for Service Desk incidents per requirements defined in Service Level Agreements (SLA).  Escalates incidents as necessary.



Accountabilities:

Provides technical support and fulfills requests for information for internal and external customers based on established ITS procedures and requirements defined in Service Level Agreements (SLA).

Work a queue of Incident or Service Requests from multiple sources including telephone, voice mail, service portal, and e-mail.  Documents all Service Desk incidents in corporate Service Desk software.

Provides users assistance in prioritizing incidents.  Escalates issues as defined in procedures and SLAs.

Assists in the maintenance and update of end user information in the Configuration Management Database (CMDB).

Follows Service Desk incidents from initial report to resolution and regularly communicates status to customer according to established ITS procedures and protocol.

Participate in Service Desk on-call rotation for coverage of incidents reported after normal business hours (i.e. weekends, holidays)


Qualifications

  • Education (general level if required) or specific courses
  • High School Diploma or Equivalent.  A+ or other desktop support certifications desirable.

  • Skills Knowledge Abilities (SKA’s)
  • Excellent interpersonal and communication skills
  • Significant experience with Windows desktop operating systems and Microsoft Office required.
  • Experience with Help Desk or Service Desk software or similar trouble ticketing system desirable
  • Good PC and telephone skills
  • Troubleshooting experience with software and hardware
  • Good problem solving skills
  • Ability to work in a team environment

  • Experience, if needed, describe kind & amount
  • One or more years Service or Help Desk or related technical support experience is preferred