Position Summary
It’s an exciting time to be a part of SunSource, we are a growing company seeking a highly talented and passionate Service Desk Analyst to assist with managing incidents, service requests and communication for our associates. This position will support our associates to improve our user experience and optimize user productivity. A successful candidate must be customer focused, be a strong problem solver and an effective communicator in a fast-paced environment.
Responsibilities & Qualifications
Key Responsibilities
· Diagnose and resolve incidents for diverse environment of hardware, software, and applications platforms Creating incidents and service requests on behalf of customers.
· Execute provisioning activities associated with onboarding and off boarding employees.
· Administration of active directory, 0365 environment, CRM applications and ERP platforms.
· Contribute to the development of knowledge base information to improve self-service portal.
· Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.
· Apply enterprise service desk standards for accurate prioritization, categorization, and communication of incidents.
· Triage incidents accordingly and bringing them to a resolution in accordance with established enterprise service desk SLA’s.
· Participate in complex, specialized technical investigations to determine system and design standards and performance parameters for new products, platforms and associated network technologies, software, and systems.
· Administration of all computer hardware and software procurement.
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