Confidential Jobs · 2 weeks ago
GCC Service Desk Analyst I
Strongsville, OH, US
Full-time
Onsite
Entry Level
$17/hr - $17/hr
1+ years expConfidential Jobs is seeking a Service Desk Analyst I who will serve as a single point of contact for IT-related problems. The role involves providing support and incident management for IT systems faults and service requests, ensuring effective communication between business customers and technical teams.
Computer Software
Responsibilities
First Level support for any information technology issue and problem following set processes and procedures
Provide assistance by phone, email and/or using a ticketing management system
Respond to alerts in a monitoring or management tool
Incident que management
Documentation for updates on internal knowledge base resolution and details
End user password updates
Manage critical incidents, escalations, and determine incident scope and impact
Update tickets timely
Maintain status reports
Liaison between customer and technical teams
Qualification
Required
1-2 years' experience
Complete all mandatory Information Security & Compliance training
First Level support for any information technology issue and problem following set processes and procedures
Provide assistance by phone, email and/or using a ticketing management system
Respond to alerts in a monitoring or management tool
Incident que management
Documentation for updates on internal knowledge base resolution and details
End user password updates
Manage critical incidents, escalations, and determine incident scope and impact
Update tickets timely
Maintain status reports
Liaison between customer and technical teams
Knowledge of WAN/LAN environments
Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc
Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting
Ability to understand ITIL to thoroughly understand business processes and discern system issues from process issues
Understanding of ITIL Processes and Procedures
Customer-focused
Ability to multitask
Preferred
Associate's degree or equivalent work experience
Company
Confidential Jobs
Confidential Jobs is operated by ExecThread, Inc. (https://execthread.com).
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Amy Nelson
Managing Partner
Brandon Nolan
Chief Information Security Officer
Company data provided by crunchbase