Service Desk Analyst II

Luna Data Solutions is seeking a Service Desk Analyst for a 10 month contract opportunity.

W2 only, 10 month contract, renewal possible This position requires candidates to be onsite 5 days a week Candidates must be LOCAL when submitted Worksite in 78744
Service Desk Analyst II

• Serve as the initial contact for reporting user access issues and answering questions regarding access.
• Accurately diagnose user access issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents & tasks through to resolution/escalation (per guidelines).
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Lead in a timely manner.
• Updating tickets with all steps undertaken and closing incidents when issue is resolved.
• Escalate unsolved incidents to the correct support group or external maintainer.
• Supporting first line agents and ensuring quality.
• Respond rapidly to each incident as it arrives from the first level Service Desk.
• Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from access criteria if applicable.
• Ensure that the process and procedures described in the job aids are followed.
• Assess and escalate high priority incidents and tasks and collaborate and support incident and request management process to the service restoration.
• Ensure effective escalation handshake.
• Maintain good collaborative relations Key relationships: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager.
• Making sure that SLA targets are achieved.
• Surveys: Making sure that the highest score of Survey has been received.
• Relationships: Building and managing working relationships with customers and suppliers.
• Monitor the job failures and resolve them as per the documentations.
• Analyze system alerts and/or batch job streams, observing their status, exceptions, and associated incident/failure messages.
• Record the resolutions in ticketing for the audit purpose, if the ticketing is not automated to track the failure.
• Provide guidance to the junior resources to support the project independently.
• Train the new resources on the project and the technology.
• Improve existing batch processing and prepare quality documents for routine tasks.
• Maintain daily checklist to cover all routine tasks up to date with time line for team members.

Required Skills/Experience

• 4+ years of End User profile, applications, and systems access experience
• 4+ years of Contact Center, Service Desk, Customer Service environment experience
• 4+ years of Access Management applications such Active Directory or ARS
• 4+ years of experience reviewing and maintaining access criteria
• 4+ years of experience with ticketing systems such as ServiceNow
• 4+ years supporting mainframe, or open systems or SAP

What Luna Data Offers

• Competitive compensation and benefits including health, dental, vision, voluntary life, accident, and short- term disability insurance options
• Work on high profile projects

This is opportunity is based in Austin TX and no sponsorship can be provided. Luna Data Solutions, Inc. provides equal employment opportunities to all employees. All applicants will be considered for employment and prohibits discrimination and harassment of any type without regard to age, race, color, religion, sexual orientation, gender identity, sex, national origin, genetics, protected veteran status, and/or disability status.