Service Desk Analyst

Service Desk Analyst
Viseu
Viseu, Viseu District, Portugal

Purpose of Position

Under direct supervision, this position is responsible for providing expert solutions to technology problems reported by Net
Jets employees in a 7x24x365 Service Desk environment. The Service Desk Analyst is responsible for providing superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems. Also responsible for maintaining a
- based system of common reported problems and resolutions. Provides timely and accurate notification to other IT staff members of tickets being passed to them for resolution. Escalates reports of chronic or unresolved problems to the appropriate team lead or manager.

• Provides technical assistance and problem resolution for employees requesting help on IT related issues or questions in a courteous, professional, thorough and concise manner. Demonstrates a commitment to providing superior customer service;
  
  
  
  
• Provides reliable customer focused coverage of the IT department help line during normal business hours and
  - call support as necessary to support our global 7x24x365 operation Service “walk-up” requests, as well as requests via email, phone, fax and Help Desk tickets;
  
  
  
  
• Createsand maintains user accounts and access privileges for Active Directory, Windows OS and application systems;
  
  
  
  
• Supports theinstallation, configuration, documentation and ongoing usability of desktop computers, peripheral equipment and voice communication devices;
  
  
  
  supports softwaredelivery, updates and patching to business users in an effective manner;
  
  
  
  
• Provides support, troubleshooting and repair of mobile and other mobile devices;
  
  
  
  supports custom applications on mobile devices and manages the escalation process within the IT team as appropriate;
  
  
  
  
• Followsup on their open tickets and confirms successful resolution with the client;
  
  
  
  
• Maintains content within a
  - based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps;
  
  
  
  
• Assistson Service Desk, Wireless and Desktop Support related projects and activities as assigned by management;
  
  
  
  
• Managescustomer communications on scheduled and
  - scheduled system maintenance, providing a communication hub between the business and IT;
  
  
  
  
• Provides support to Prod Support team and various project tasks as assigned;
  
  
  
  
• Documents and communicates related IT standard policies and procedures as defined by management;
  
  
  
  
• Generates statistical reports for management as requested. Maintains detailed, accurate
  - user