Job Summary:
Alaska USA is a credit union providing financial services, and they are seeking a Service Desk Analyst II to support their IT operations. The role involves technical support, incident management, and maintaining service quality in a 24x7 operations environment.
Responsibilities:
• Responding to phone and self-service requests for assistance from users needing technical support. Provide exemplary customer service and professionalism in efforts to resolve incidents.
• Actively participate with other members of the Information Management team in Incident Management.
• Provide coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure.
• Identify patterns in incidents as well as determine and/or create documentation necessary to efficiently resolve any recurrence of the problem.
• Maintain awareness of change management schedules for potential service disruptions.
• Maintain a working knowledge of the technical applications and functions needed to support users in the enterprise.
• Meet department-specific performance metrics while adhering to the incident handling policies and procedures.
• Perform other duties as assigned.
Qualifications:
Required:
• Degree in Computer Science, Business Administration, or related field.
• Equivalent in technical training.
• Minimum four years experience working with Network PCs, or two years as Service Desk Analyst I.
• Must have excellent analytical and problem-solving abilities.
• Be positive, adaptable, and a team player.
• Excellent verbal, written, and interpersonal skills.
• Self-motivated, organized, and detail oriented.
• Strong documentation skills.
• Must be able to develop and maintain a high level of understanding of department processes, user policies and effective troubleshooting.
• Understanding of ITIL and ITSM.
Preferred:
• MCSA for currently supported Windows Desktop.
• Familiarity with DevOps/Agile process for task flow completion.
Company:
This page has moved to Global Credit Union http://linkedin.com/company/global-credit-union Founded in 1985, the company is headquartered in Anchorage, USA, with a team of 1001-5000 employees. The company is currently Late Stage.