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IT Service Desk Advanced Analyst

  • Location: Bedford, Bedford, Virginia, 03110
  • Job Type:Contract

Posted 27 days ago

Position: IT Service Desk Advanced Analyst
Location: Bedford, New Hampshire, 03110
Term: 3 months
Day-to-Day Responsibilities:
  • Support our core end user platform, consisting of tools such as Active Directory, Office 365, Azure, AWS, Duo, Microsoft Authenticator Security, Zoom, Slack, Confluence and JIRA.
  • Work with people at all levels of the firm to proactively ensure productivity and that issues are quickly and professionally resolved.
  • Monitor open calls, ensuring resolutions and appropriate updates are carried out.
  • Ensure tickets are triaged, resolved or escalated within SLAs.
  • Create ServiceDesk documentation. Receive and handle requests for service, following agreed procedures.
  • Record and maintain the knowledge and known error database.
  • Manage incidents, requests and problems.
  • Technical projects and duties as required.
Is this a good fit? (Requirements):
  • Experience working on a Service Desk.
  • Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings.
  • Experience with Azure technologies and services.
  • Provide support services for Microsoft related technologies: Windows Server, Exchange, SharePoint, Intune, MDM, etc.
  • Office365/Microsoft365 support and training.
  • Ability to work in a busy ServiceDesk team, working closely with other members of the wider IT Team to resolve incidents and deliver service requests.
  • Strong organizational and time management skills.
  • Escalates complex or unresolved incidents.
  • Records and tracks issues from outset to conclusion.
  • Promptly allocates unresolved calls as appropriate.
  • Maintains records, informs users about the process and advises relevant persons of actions taken.
  • Proven planning and prioritization abilities.
  • Able to use initiative and work under pressure with accuracy and focus.
  • Excellent problem-solving ability.
  • Proactive approach to work.
  • Understanding of problem management, and how all incidents can be used to prevent future incidents.
  • Excellent numeracy, data rationality and decision making.
  • Outstanding collaboration and team working.
  • Excellent communication, both written and verbal.
  • Unquenchable thirst for knowledge.
  • Strong belief that all tasks are automatable.
  • Ability to demonstrate day to day usage of engineering principles.
Even better if you have:
  • Degree level education in computer science or related engineering discipline, Microsoft Certifications. Or significant experience in an IT service Desk Analyst role.