Service Desk Analyst - AppLab Systems : Job Details

Role Name: Service Desk AnalystLocation: San Antonio, TX (Onsite from day one)Duration: ContractJob Description:Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end usersRoute problems to internal 2nd and 3rd level IT support staff.Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.Administer and provide User account provisioning.Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriatesupport teams and follow up until closure.Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPsPerform user account management activitiesEscalate complex problem to appropriate support specialistsResponsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,presentation graphics, database management systems, electronic mail, and communications)Troubleshoot client software and basic network connectivity problemsIdentify, evaluate and prioritize customer problems and complaintsMay train users and operators on a limited basis and/or may write training proceduresParticipate in on-going training and departmental developmentRoutine maintenance updates with other IT staff and business unitsProvide all required documentation including standards, configurations and diagramsProvide knowledge transfer of EUC operationsPhone support experience necessary.Technical helpdesk or technical call center experience is necessary.Disciplined, systematic problem solving skills required.Hands-on work experience with the following:Windows Operating systemsClients: Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008,Knowledge of Active Directory, Exchange 2003/2007ITSM ticketing tools such as Remedy, Client Service Center, client Service CenterUser account creation for Active Directory, Exchange Mailboxes, Distribution listsRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioInternet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in usersSupport for laptop, desktops, and printersPDA and blackberry supportOthers: Adobe Acrobat