IT Service Desk Analyst

Stifel

Experience
Workhours
Responsibilities

SUMMARY  

Under general supervision, the IT Service Desk Analyst has primary responsibilities as the first point of contact in IT. Through multiple channels, the Analyst accurately logs and manages requests, incidents, and problems, assessing the services and customers impacted and the urgency for resolution.  The Analyst works to resolve and satisfy incidents and requests, or route and escalate as necessary for resolution with high customer satisfaction through the life of each contact with our business

ESSENTIAL DUTIES AND RESPONSIBILITIES 

  • Serve as the single point of contact for all Stifel employees needing assistance from IT for service delivery and support. Respond to multiple channels of contact, including phone, email, monitoring and event management information and alerts, and portal submission of tickets to the IT service management tool.
  • Ensure request, incident, problem, and change records are accurate and complete, from creation to closure. This includes maintaining communications with all stakeholders to achieve a high level of customer satisfaction.
  • Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers.
  • Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken. Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.
  • Coordinate planned change windows, and log results.
  • Some travel by car and/or air in conjunction with local, regional and/or national travel, up to 5%.
  • Must be available to work outside of normal business hours as needed.
  • Other duties as assigned.

ADDITIONAL QUALIFICATIONS

  • Proficient in  Microsoft Office Suite and numerous versions of Microsoft Windows and a variety of Web Browsers; helpdesk and customer relationship ticketing systems
  • Experience with office productivity, reporting, and technical documentation software
  • Exposure to systems' monitoring tools.
  • Strong end-user technology understanding and troubleshooting skills.
  • Familiarity with various IT service management frameworks and methodologies.
  • High-level understanding of web-based and distributed systems n-tier technologies.
  • Expertise in working with IT service management software for IT workflows and event management.
  • Strong skill set in customer service delivery.
  • Ability to multi-task and effectively prioritize work streams.
  • Communicate information and ideas in spoken or written form so that others will understand.
  • Ability to multi-task and effectively prioritize work streams.
  • Strong ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Able to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
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Confirmed 30+ days ago. Posted 30+ days ago.

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