Job Description :
Support Desk Analyst Southbury , CT TP / FTE The Support Desk team resides inside the Command Center. The role is a customer facing role that requires a self-motivated individual with strong verbal and written skills. The role is driven by client service requests raised via phone as well as through internal requests raised via incidents. This is a key role in service delivery support desk staff are highly involved in incident management, audit controls and user administration. The role is 24/6.5 which utilizes a rotating shift pattern to provide coverage. Creation and appropriate routing of Service Requests/Incidents/Problems. Single Point of contact for the client and all 3rd party vendors. Provide User Administration for Production environments adhering to all audit controls Incident co-ordination and communication between customer and CC Team Lead Be proactive in the mentoring and training of new team members. Support the knowledge growth of all team members. Document any issues with incident records opened or updated by the client in the daily operational issues log found in the Command Centre team room. Provide Cover during sickness/holiday/lunch breaks. Manage Support Desk TaskID (Group email account) Ensure that a verbal handover is given and complete between outgoing and incoming local shifts. Raise and review all changes related to KSRs (Known Service Requests) Take calls from the customer. Log all incoming problems with accurate detail by adhering to the call templates to ensure that all necessary initial information for Problem Determination is gathered. Liaise and work with other groups and departments as required. Increase personal project knowledge, attending education as necessary. Be proactive in growing skills in other roles within the Command Centre Work closely with Problem & Change Management to improve the Problem Process and audit readiness. Proactively review and update Command Centre Technical Team SD Manual procedures Manage individual education roadmap ensure course targets are met. Perform additional tasks as required by Command Center Management. Proactively communicate day to day issues/activities to Command Center Management. Strong working knowledge of Incident/Problem/Change management; User Administration; Audit Controls; Service Level management; Knowledge of AIX OS; Windows OS; Linux OS; Written communication and Verbal Communication. Has operational knowledge of Service Level management and Knowledge of Microsoft Operating Systems. Day 1 Onsite to Southbury, CT (Relocation) Will commute to location (YES) 1. Rotating shift (1st, 2nd, 3rd) weekly 2. Work Holidays 3. Work weekends - 4. Be on call - 5. Work onsite only - 6. Travel in inclement weather