Service Desk Analyst

World Wide Technology

Required skills

Website: wwt.com
Job details:

Incident management of multiple customer environments simultaneously.
Responding to all incidents within the Service Level Agreement.
Identifying patterns and initiating problem management to address root causes.
Demonstrating a sense of urgency in responding to critical incidents.
Determining software or hardware failures and processing replacements of defective gear.
Completing standard MAC (Move, Add, Change) procedures for all managed customers, follow documented processes.
Escalating any potential problems and client support issues to vendors as per SLA contracts.
Analyzing customer environments and preparing Quaterly Business Review reports, providing recommendations for continuous improvements.
Following all documented processes.

At least 2 years of experience working in NOC/Monitoring Centre managing multiple customers
Experience with Windows Server (2012/R2 and newer) and VMware environments
Hands-on experience with monitoring tools and service ticketing systems
Experience with Service Now an ITSM Tool
An asset is working with Logic Monitor as a monitoring tool
Ability to work in a fast-paced environment and manage multiple tasks/incidents simultaneously
Strong communication and interpersonal skills
Ability to analyze and troubleshoot complex technical issues
Technical certifications such as Cisco CCNA, Microsoft MCSE, or cloud certifications preferred
Proven experience in working rotational shifts including the overnight shift local time
The role is within a 24/7 environment that requires rotation of the following shifts 6:30amEST to 3:00pmEST 2:30pmEST to 11:00pmEST 10:30pmEST to 7:00amEST There is a requirement to work weekends and holidays

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