A Service Desk Analyst is an information technology (IT) professional providing tier 2 (intermediate level) support. Analysts are responsible for capturing user-reported incidents and/or service requests through a ticketing system utilizing multi-factor methods of communication channels such as Phone Calls, Service Desk Portals, Emails, and Walk-Ins. The service desk analyst works closely with other IT support teams, are the liaisons for the customer, and help on tasks that may be outside of their knowledge or expertise. The service desk owns Major Incidents and is responsible for communication with senior leadership teams through reports, and verbal or written communications.
EIT Service Desk provides IT support for all of CPS Energy 24x7x365 and are considered essential personnel and must respond to their job responsibilities regardless of weather, disaster, etc. They must be extremely flexible with their working hours and assigned tasks and job duties.
Tasks and Responsibilities
- General knowledge of utilizing a ticketing system to capture end-user incidents or requests.
- Categorizing and prioritizing the tickets depending on the impact and urgency
- Utilizing a knowledge base system to resolve reported Incidents on first call resolution or provide guidance/assistance.
- Ability to follow documented step-by-step instructions or procedures within the knowledgebase.
- Documenting troubleshooting steps in the ticketing tool.
- General understanding of the tools utilized by the Service Desk Analyst (Active Directory, Citrix Director, Exchange Admin Center, RSA Console, etc.)
- Basic analytical skills to analyze email and/or portal requests.
- Technical ability to diagnose and resolve common hardware/software issues.
- Ability to learn new technologies including cloud-based subscription applications.
- Active Directory and Azure Active Directory knowledge.
- Exchange Online Admin Center knowledge on how to create shared mailboxes and distribution lists and provide access.
- Configuring end-users with Microsoft Multifactor Authentication.
- Ability to assist end-users with password safe applications.
- Ability to maintain confidentiality on end-user account information statuses.
- Create knowledge articles that can aid the Service Desk team on issues not published in the Knowledgebase.
- Be an advocate for the customer to ensure a satisfactory resolution to their request or issue.
- Keeping end-users updated on their tickets and providing the next steps to resolve their incident or service request.
- Provide service excellence to customers while following the guidelines of the organization.
- Assist in enforcement of corporate standards for use of PC, software, and IT applications.
- Ability to work unscheduled time, shift work, and weekends, sometimes under pressure situations.
- Serves as the link between multiple support areas to coordinate problem and/or incident resolution.
- Ability to prepare and host for the various leadership and employee Service Desk Meeting.
Minimum Skills
Minimum Knowledge and Abilities
Experience in Customer Service-related telephony systems
Excellent customer service skills
Empathy and Emotional Intelligence
Written and verbal communication skills
Intermediate Troubleshooting skills
Intermediate Problem-solving skills
Ability to provide on-call after-hours support on a rotational basis
Intermediate Documentation skills
General knowledge of Microsoft Office products and various enterprise applications
Manage sensitive and/or confidential information
Ability to perform under pressure.
Valid Class C Texas Driver's License.
Preferred Qualifications
- Bachelor's Degree from in Information Technology.
- Mid-level experience in Information Technology, Business, Engineering, Network Operations, or related area
- Familiarity with operating protocols for desktops, laptops, and mobile devices
- Ability to solve common applications issues and install software.
- ITIL Foundation certified
Competencies
Accepting Responsibility
Working with Ambiguity
Delivering High Quality Work
Communicates Effectively
Championing Customer Needs
Demonstrating Initiative
Minimum Education
High school diploma or GED or equivalent experience in related field in Information Technology.
CPS Energy
145 Navarro
San Antonio
Texas United States
www.cpsenergy.com
