Service Desk Analyst

Job Summary:

The End User Support Analyst I is a key member of the ZOLL IT Operations team. The End User Support Analyst serves as the first point of contact for all technical related issues.  They provide world-class service through their interactions with our users and their technical competences.

Essential Functions:

• Providing users with quality service as the 1st level contact and issue resolution for the service desk via telephone, email and ticketing system

• Use your communication and problem-solving skills to continually surpass our own service delivery expectations

• Identify situations requiring urgent attention, prioritizing and routing to appropriate area.

• Utilize and become proficient with ZOLL’s standard support tools (i.e. Service Desk Plus, TeamViewer, AD Manager, Carbon Black)

• Create tickets and document all activities in the service desk ticketing system

• Maintain primary technical ownership of service support tickets by working with technical resources to resolve/answer technical questions without reassigning the ticket

• Troubleshoot and resolve hardware, software, application, network, user access, or related issues

• Manage expectations of users and resolve user issues as quickly as possible to minimize downtime

• Takes ownership of resolving the issues and following up with the status of issues on behalf of the user

• Communicate progress in a timely manner

• Interact with Desktop Support, Network team, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

• Escalate more complex problems or unresolved issues to next level of support

Additional Responsibilities:

• Comply with Corporate IT Service Management and Service Desk policies, procedures and directives

• Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests

• Recommend process changes as needed to improve service levels

• Create/maintain support documentation and procedures

• Communicate company policies and standards

• Stay current with information technology systems and industry trends

• Provide evening and weekend support (off-hours support), as assigned, on a rotating basis

• Some domestic and international travel may be required

Skills Requirements:

• Basic computer skills

• Work effectively in a team environment to maintain Service Desk coverage and support model

• Ability to manage relationships, conflicts and communication with a high-level of proficiency.

• Strong problem-solving skills

• Must be able to manage multiple work items at one time with a high sense of urgency

• Must be proactive, punctual and be able to multitask efficiently.

• Strong planning and organizational skills

Required/Preferred Education and Experience:

• High School Diploma and some Customer Service experience required

• Excellent customer service skills and the ability to translate technical information into user-friendly terminology.

• Experience with Microsoft Operating Systems and Microsoft Office preferred but not required

• Experience supporting smart phones including iPhone, and Android models

• Commitment to a training and development plan that involves passing certification exams