Service Desk Analyst
JOB SUMMARY:The Service Desk Analyst is responsible for providing customer service and technical support to Virteva’s Managed Services customers. S/he will perform various activities related to managing general Desktop and Server information technology. This includes, but is not limited to: Email (Exchange, others), Directory Services (AD), Windows, Linux, Citrix, Vmware, mobile devices, e-mail (Exchange/Office 365), and Windows Server applications. ESSENTIAL DUTIES AND RESPONSIBILITIES:Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems.Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly.Update all tickets according to Service Level Agreements (SLA).Perform various Q&amp;A activities.Understand and follow Virteva’s Delivery Process: incident management, problem management and change management.Working as an effective team member with the Virteva team, partners and internal staff.Maintaining professional, quality interactions with customers at all times.Recognizing and escalating more difficult problemsDocumenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements.Application of patches, incident management, recovery, change control, and performance monitoring and reporting.Provide after-hours support for clients.  Shifts may include nights and weekends, however, there are no on-call responsibilities.Other duties as assigned. 
Title: Service Desk Analyst
Salary: None
Description: JOB SUMMARY:The Service Desk Analyst is responsible for providing customer service and technical support to Virteva’s Managed Services customers. S/he will perform various activities related to managing general Desktop and Server information technology. This includes, but is not limited to: Email (Exchange, others), Directory Services (AD), Windows, Linux, Citrix, Vmware, mobile devices, e-mail (Exchange/Office 365), and Windows Server applications. ESSENTIAL DUTIES AND RESPONSIBILITIES:Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems.Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly.Update all tickets according to Service Level Agreements (SLA).Perform various Q&amp;A activities.Understand and follow Virteva’s Delivery Process: incident management, problem management and change management.Working as an effective team member with the Virteva team, partners and internal staff.Maintaining professional, quality interactions with customers at all times.Recognizing and escalating more difficult problemsDocumenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements.Application of patches, incident management, recovery, change control, and performance monitoring and reporting.Provide after-hours support for clients.  Shifts may include nights and weekends, however, there are no on-call responsibilities.Other duties as assigned. 
Requirements: Entry level experience, Bachelor's Degree education
Fraudulent: No