Desktop/Service Desk Analyst

CBTS has partnered with a client in the New York City, NY area to identify a Desktop Support/Service Desk Analyst on a long term engagement. This role will be 100% ONSITE.

Core Responsibilities      Technical Support

• Involved in Incident, Problem and Service Request Management.
• Provide workarounds and solutions based on Service Level Objectives.
• Deskside and remote support required within an office environment.
• Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners
• In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.
• Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.
• Refers more complex problems to problem managers and/or senior level.
• Participate to new IM&T Service testing, deployment and stabilization.
• Maintain and stays current with evolving Information  technology.

Communication

• Clarify tickets logged with requesters and communicate about resolution progress.
• Ensure satisfactory customer service and prompt response times to the requesters.
• Share her/his support knowledge with peers in the same team and maintain associated documentation
• Communicate with user community to provide the status of open problems and the changes associated with new solutions
• Escalate significant issues or outages to the management
• Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Information Security

• Ensure security rules implementation as per the policies.

Academic Background    Certification/Training in the assigned area will be an added advantage.

Professional Experience Minimum 2 years of experience in domain of expertise.

Technical Skills   Extensive knowledge in domain of expertise.

• Strong knowledge of Microsoft based operating systems
• General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory
• Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)

Candidates should forward a current resume to Chris Hayes at CBTS (). Candidates are subject to a drug/background examination. Due to the volume of profiles received, only candidates selected for additional screening will be contacted.