Help Desk Analyst III

Utilizing the Service Now tool to manage incident tickets to resolution.

Provide high quality technical support to quickly resolve tickets
Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
Windows Certification and experience in support of both Windows and iOS based machines.
Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners.
Provide onsite support on business applications once trained by the Application Support Teams
Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.
Add/modify/delete users, groups and roles
Password and license management

Excellent customer service and telephone communication skills.
Experience in using active directory, making technical config changes on backend systems without disruption.
Experience in using IT systems and relevant software to raise (when needed) and manage incidents tickets
Problem solving skills.
Analytical skills to identify trends in issues reported and identify areas for improvements.
Experience of the concepts, objectives and life-cycle of Knowledge Management activities
Knowledge of ITIL governance and control processes and procedures
Flexible, adaptable and able to learn new concepts quickly
Excellent communication and collaboration skills
Strong analytical skills
Strong focus on detail, documentation development and quality assurance

All your information will be kept confidential according to EEO guidelines.

Please contact: Shane Medrano

832 742 1567

See also