Corserva, a national Managed IT Service Provider headquartered in Trumbull, CT is looking for experienced, technical individuals to join our team!
GENERAL SUMMARY:
The Service Desk Analyst is responsible for handling first level support of service requests. This relates to all technology, to include: Physical, Virtual, and Cloud workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities: • IT Support relating to technical issues involving Microsoft's core business applications and operating systems - Physical, Virtual and Cloud. • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security • Service Ticketing system/application data entry and queue management • Support of backup and disaster recovery solutions • Basic remote access solution implementation and support: VPN, VDI, Remote Desktop Services, and Citrix • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets • Knowledge Base - System documentation maintenance and review • Written and Verbal communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities: • Improve customer service, perception, and satisfaction • Fast turnaround of customer requests • Ability to work in a team and communicate effectively • Ensure requests are routed to the proper resource or escalated in order to be resolved quickly and efficiently • Escalate service requests that require engineer level support • Responsible for entering time and expenses in company systems as it occurs • Understand processes in company systems by completing assigned training materials • Enter all work as service tickets into company systems
Qualifications
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care • Diagnosis skills of technical issues • Ability to multi-task and adapt to changes quickly • Technical awareness: ability to match resources to technical issues appropriately • Service awareness of all organization's key IT services for which support is being provided