Service Desk Analyst I

Under the supervision of the Supervisor, IT Operations, the Service Desk Analyst I ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, creating, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as assisting individuals or providing in-person, hands-on help with technical issues. This role will primarily be tasked with providing support, including walk-ins, over-the-phone support, screen sharing or remote control, live chat support, or email support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service

2. Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalates incidents with accurate documentation to suitable technicians or technology verticals, and alerts management to emerging trends in incidents.

3. Uses remote assistance tools and diagnostic utilities to aid in troubleshooting. Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end-user problems. Provides guidance and technical recommendations to customers to resolve system issues.

4. Records, tracks, and documents the service desk incident-solving steps, including all actions taken, through to final resolution.

5. Research solutions through internal and external knowledge base. Identify and learn appropriate software and hardware used and supported by the organization.

6. Deploys software to end user endpoints to include laptop, desktop, and mobile devices.

7. Develops help sheets, knowledge base articles, and Frequently Asked Questions (FAQ) lists for IT team members and end users.

8. Communicate SLAs to manage end-user expectations and provide suggestions for continual improvement.

9. Performs other duties as assigned to support the efficient operation of the department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.
• Associate's degree in Computer Science or related field preferred.
• Minimum one (1) year of related IT work experience is required.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

LICENSES, CERTIFICATIONS AND REGISTRATIONS

PHYSICAL REQUIREMENTS / WORKING CONDITIONS - ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!