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Service Desk Analyst in Houston, TX at Search Services

Date Posted: 8/20/2018

Job Snapshot

Job Description

*See Notes

SUMMARY:

A global energy company is seeking a Service Desk Analyst for a contract to hire role with strong possibility of conversion within 3 months. 

The Service Desk Analyst is responsible for supporting the Service Desk functions and providing recommendation and solutions to end-users or escalating issues as assigned. This position requires receiving and returning customer calls, documenting, researching and troubleshooting software/hardware related issues, reviewing and resolving service desk calls for local, remote users and offices and communicating back to appropriate IT personnel areas of concern and/or points of emphasis.

Responsibilities include:

  • Provide support to clients who contact the Service Desk, either directly or forwarding it to appropriate IT personnel, if necessary
  • Participate in the development of Service Desk policy and procedures. Make recommendation to change and/or modify as appropriate.
  • Develop and distribute Service Desk statistical/analytical reports for purposes of operational efficiencies.
  • Act as a liaison between subject matter IT personnel and end-users. Communicate points of emphasis or areas of concerns based on the number of issues presented in any given area.  Make system, program and/or hardware recommendations for purposes of operational efficiencies.
  • Maintain and track ticketing security for SOX compliance
  • Knowledge of Pipeline and Terminal specific software
  • Administer the Service Desk- update call logging systems
  • Account administration, creation/termination
  • Hardware and software troubleshooting
  • And other duties as assigned.

REQUIREMENTS: 

  • Must demonstrate a technical aptitude to learn, apply and solve technological solutions and/or challenges.                
  • Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency
  • Must have experience working with PC based hardware, software and networking components
  • Experience working with customers, handling customer problems and requests on the phone and face-to-face with a high degree of professionalism
  • 1+ year with service management.  Specifically, incident, problem and change management as well as request, demand, resource, user relationship and performance management
  • 1+ year with application management.  Specifically, enhancement and support, configuration, availability, security, capacity and release management
  • 2+ years’ experience providing status to supervisor/manager, creating clear and concise documentation to explain complex concepts and/or issues, presenting content
  • Experience with supporting hosted virtual applications
  • Experience working within contracts with Service Level Agreements
  • Associate degree required or BA/BS highly desirable
  • 1+ years supporting and maintaining JD Edwards applications is desirable

Certificates & Licenses:

  • ITIL Foundation/HDI Support Center Analyst (Not required but desirable)

Other Skills, Attributes and Abilities:

  • Knowledge of operating systems (e.g. Windows 7 & 10)
  • General IT troubleshooting knowledge – Windows 7 & 10/ printers / drivers / error messages
  • Knowledge of Microsoft Office (2013, 2016, & O365)
  • Intermediate to advanced knowledge of Excel (e.g. pivot tables, advanced charts/graphs, conditional formatting, data tables) is required
  • Basic knowledge of Smart Phone usage/setup is required  (IOS)
  • Ability to put data into an analysis and reporting format. Demonstrated ability to identify trends, synthesize information, and communicate appropriately
  • The applicant must be able to refer to several sources to compile data, which calls for attention to detail
  • Being self-motivated is required due to shift time and high visibility when errors are found
  • Telephone confidence, organizational skills, time management, problem solving, strong multi-tasking skills, and customer service skills
  • GIS/Plotting knowledge is a plus
  • Travel (up to 10%) may be necessary both domestically and internationally.