SERVICE DESK ANALYST

Location
20148
Posted
Sep 06, 2017
Closes
Sep 29, 2017
Industry
Education
Hours
Full Time
JOB STATUS:  OPEN POSTING DATE:  09/06/2017 CLOSING DATE:  09/29/2017 POSTING NUMBER:  P1712184DDI LOCATION:  DEPT OF DIGITAL INNOVATION POSITION TITLE:  SERVICE DESK ANALYST QUALIFICATIONS:  

QUALIFICATIONS:


Associate’s degree and experience with hardware, software, and technology solutions; or any equivalent combination of education and experience that would provide the following knowledge, abilities and skills:



  • Excellent communication, interpersonal and organization skills, with a strong emphasis on customer service

  • 2 years of Incident Management experience or Service Desk/Call Center experience  using ITIL practices

  • Must be an assertive individual able to guide the work effort of others, with flexibility and the ability to adapt to frequently changing work volumes and priorities

  • Basic Active Directory tasks, ability to reset passwords, investigates account information, manage group memberships, etc.


 


PHYSICAL REQUIREMENTS:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


While performing the duties of this job, the employee is frequently required to sit for prolonged periods of time; use hands to finger, handle or feel objects or tools; and reach with hands and arms.  The employee is regularly required to see, talk and hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch or bend and may be required to lift up to approximately 25 pounds.

JOB DESCRIPTION:  

The Service Desk Analyst is responsible for the incident management life cycle and the service desk functions for the department of technology services.  This position will maintain the service desk data accuracy, utilization, reporting and ensure that the incidents and requests are handled in a timely and efficient manner.  The Service Desk Analyst will provide direction to the support staff as needed to ensure the appropriate documentation is created in the incidents and delegate incidents to support staff as needed to ensure the most efficient use of resources. 

RESPONSIBILITIES:  

The Service Desk Analyst performs such activities as necessary to fulfill the requirements of the position, including, but not limited to:



  • Task supervision of the Service Desk staff to ensure appropriate levels of response, incident logging and customer support are delivered

  • Ensure the LANDesk Service Desk system is used appropriately by staff and customers and incidents updated regularly w/ sufficient details and escalated when appropriate

  • Take ownership of the incidents to resolve customer queries and complaints, provide status updates and ensure appropriate closure within the DTS support framework

  • Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem

  • Verify incidents for correct routing and research and reroute incorrectly routed incidents

  • Monitor incidents and notify appropriate support staff of any priority or mission critical issues and direct the priority to address these issues, as well as follow escalation procedures a needed to involve others as needed

  • Support the service desk call center along with service desk staff to ensure maximum coverage and timely response to incidents

  • Perform related work and projects as required

OTHER INFORMATION:  OUTSIDE APPLICANTS MUST UPDATE THEIR APPLICATION TO INDICATE WHICH POSITION(S) THEY ARE APPLYING FOR.

CURRENT LCPS CLASSIFIED EMPLOYEES MUST SUBMIT AN INTERNAL APPLICATION AND LETTER OF INTEREST FOR EACH POSITION IN WHICH INTEREST IS EXPRESSED.  THE LETTER OF INTEREST MUST INCLUDE THE JOB NUMBER AND PERSONAL IDENTIFICATION NUMBER (PID).

IF YOU HAVE NOT SUBMITTED A NEW RESUME WITHIN A YEAR AND/OR CHANGES HAVE BEEN MADE, PLEASE SUBMIT AN UPDATED RESUME.

JOBS CLOSE AT 12:00 PM ON THE CLOSING DATE.

APPLY TO:  

Department of Human Resources and Talent Development

SALARY:  

Classified Position, Level 16                         

Salary Range: Refer to

12 Month Position, 8 hours per day

DAYS:    FROM -   TO -