Service Desk Analyst L1

HMG America LLC is the best Business Solutions focused Information Technology Company with IT consulting and services, software and web development, staff augmentation and other professional services. One of our direct clients is looking for Service Desk Analyst L1 in Reston, VA and NYC. Below is the detailed job description.

Title: Service Desk Analyst L1

Location: Reston, VA and NYC

Job Description:

Primary Skills

• Graduate with Minimum 3+ years of experience in service Desk
• Excellent communication and conversation skills in English with a Versant Score of 70
• Good Knowledge of Incident, Change and Problem Management
• Manage Service Desk activities, including:
• Owning overall responsibility for Incident and Service Request process handling on the Service Desk
• Liaise with the Service Manager
• Help with the development and issuance of Service Desk Operational Reports
• Liaise with the designated Change lead as requested.
• Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
• Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.
• Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.
• Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
• Attend voice calls.
• Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
• Use Remote Desktop to assist the end users as required.
• Good Knowledge on O365 products.
• Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
• Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
• Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
• Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
• Proactive problem management is an added advantage.
• Good Knowledge and proven skills in Vendor Management
• Good Knowledge on ZOHO ITSM tool

Soft Skills

• Should possess excellent customer handling skills
• Ability to handle unforeseen situations
• High level of acceptance and understanding in dealing with end users and situations

Certifications

• Candidate to be ITIL certifie