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CPS Energy · 8 hours ago

Analyst Service Desk 2

San Antonio, TX

Full-time

Hybrid

Entry, Mid Level

CPS Energy is a community-focused organization committed to enhancing the lives of the communities it serves. The Service Desk Analyst is responsible for providing tier 2 IT support, capturing user-reported incidents, and ensuring effective communication with customers and IT support teams.

EnergyLogisticsRenewable Energy

H1B Sponsor Likely

Responsibilities

General knowledge of utilizing a ticketing system to capture end-user incidents or requests

Categorizing and prioritizing the tickets depending on the impact and urgency

Utilizing a knowledge base system to resolve reported Incidents on first call resolution or provide guidance/assistance

Ability to follow documented step-by-step instructions or procedures within the knowledgebase

Documenting troubleshooting steps in the ticketing tool

General understanding of the tools utilized by the Service Desk Analyst (Active Directory, Citrix Director, Exchange Admin Center, RSA Console, etc.)

Basic analytical skills to analyze email and/or portal requests

Technical ability to diagnose and resolve common hardware/software issues

Ability to learn new technologies including cloud-based subscription applications

Active Directory and Azure Active Directory knowledge

Exchange Online Admin Center knowledge on how to create shared mailboxes and distribution lists and provide access

Configuring end-users with Microsoft Multifactor Authentication

Ability to assist end-users with password safe applications

Ability to maintain confidentiality on end-user account information statuses

Create knowledge articles that can aid the Service Desk team on issues not published in the Knowledgebase

Be an advocate for the customer to ensure a satisfactory resolution to their request or issue

Keeping end-users updated on their tickets and providing the next steps to resolve their incident or service request

Provide service excellence to customers while following the guidelines of the organization

Assist in enforcement of corporate standards for use of PC, software, and IT applications

Ability to work unscheduled time, shift work, and weekends, sometimes under pressure situations

Serves as the link between multiple support areas to coordinate problem and/or incident resolution

Ability to prepare and host for the various leadership and employee Service Desk Meeting

Qualification

Active DirectoryAzure Active DirectoryExchange Online Admin CenterITIL Foundation certifiedCustomer ServiceTechnical TroubleshootingEmpathyMicrosoft OfficeEmotional IntelligenceWritten CommunicationVerbal CommunicationProblem-solvingDocumentation Skills

Required

Experience in Customer Service-related telephony systems

Excellent customer service skills

Empathy and Emotional Intelligence

Written and verbal communication skills

Intermediate Troubleshooting skills

Intermediate Problem-solving skills

Ability to provide on-call after-hours support on a rotational basis

Intermediate Documentation skills

General knowledge of Microsoft Office products and various enterprise applications

Manage sensitive and/or confidential information

Ability to perform under pressure

Valid Class C Texas Driver's License