Service Desk Analyst

Location: Chelmsford, MA


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