Job Description :
Business Systems Analyst / Level 2 Desktop Technician - 3294
1-2 years contract

* Responsible for monitoring hardware and software deployments, tracking metrics, and measuring SLAs.
* BSA will be reviewing software and hardware incidents, tasks, and requests escalated through service management software related to Operating systems, mobile devices, printers, peripherals, and a range of software applications to report on issues due to software deployments, identify any trends, escalate problems, and recommend process and knowledge improvements to prevent future incidents.
* May be required to assist as a technical resource during projects.
* Take ownership of issues carrying out problem analysis to implement temporary or permanent fixes with the aim or restoring service to the customer as soon as possible; escalating incidents or problems to other support teams when necessary.
* Accurately record, update and document support activities using service management software.
* Responsible to ensure completion of all assigned work and proper communications with clients meeting service level agreements, customer satisfaction, and service demands.
* Search and utilize knowledge; create, modify, and publish support documentation to ensure accurate knowledge and promote Level 1 first call resolution or user self-service where possible.
* Work with the Level 1 Service Desk, Desktop Technicians, Project Manager, BSAs, and Engineering to understand support needs.
* Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, and hardware and software procurement and usage guidelines.

COMPETENCIES:
*Skills and experience supporting technology in a business environment, including exposure to Service Desk support, data networks, and application environments.
* Possess fundamental understanding of Windows and Mac operating system as well as working knowledge of software packages including Microsoft Office, Outlook, and Virtual/Cloud environments.
* Ability to analyze and present data in an effective manner.
* Proficiency in Excel, Pivot Tables, Visio and Powerpoint preferred.
* Ability to demonstrate problem analysis.
* Ability to perform tasks competently and independently generating reliable and consistent results.
* Must be able to follow processes and procedures; document resolutions; and proficiently utilize Knowledge Management tools.
* Ability to ascertain criticality of requests, plan and prioritize workload without supervision, and perform under pressure to meet SLA’s.
* Ability to communicate effectively with technical and non-technical colleagues and clients at all levels in the organization in a professional manner, face to face, on the phone, and in writing.
* Possess exceptional customer service and organizational skills.
* Willing to learn and understand new technologies as required to meet the changing needs of our business.

QUALIFICATIONS:
* Associates Degree in Computer Science or related discipline preferred: at least seven but typically eight or more years of experience in computer support, technical analyst or business systems analyst.
* Excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast paced changing environment.


INTAKE CALL NOTES:
* Ideally looking for an individual who has desktop / technical experience, but the individual would really be filling a BSA role.
* The individual would be monitoring software deployments, analyzing tickets to determine if they were related to deployments, monitoring hardware repair activities, analyzing tickets for trends, updating process documents, updating or creating knowledge articles, monitoring hardware activities, and reporting on SLA compliance and metrics.