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Help Desk Analyst

Location
Providence, RI

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Job Description
Description:
FFHD = Field Force Help Desk Agents
To take phone calls from the field on IT incidents being raised via the FFHD and provide the next level of support , and improve resolving IT issues during first point of contact with the help desk.
Utilizing the Service Now tool to manage and record incident report to resolution.
Ensure a seamless resolution of issues by engaging with co-located resolver team to maximize first contact resolution
Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
Windows Certification and experience in support both Windows and iOS based machines.
Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners.
Provide level 1 and Level 2 support on business applications once trained by the Application Support Teams
Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates. 
Manage data within ServiceNow tables, import data sets {HR, Location and Asset/CI data}
Knowledge Base - Create and Attach Knowledge Base Articles, View and Edit Knowledge Navigation.
Add/modify/delete users, groups and roles
Password and license management
Excellent customer service and telephone communication skills.
Experience in using active directory, making technical config changes on backend systems without disruption.
Experience in use of call center type telephony solutions.
Experience in using IT systems and relevant software to log incidents raised.
Problem solving skills.
Analytical skills to identify trends in issues reported and identify areas for improvements.
Experience of the concepts, objectives and life-cycle of Knowledge Management activities
Knowledge of ITIL governance and control processes and procedures
Flexible, adaptable and able to learn new concepts quickly
Excellent communication and collaboration skills
Strong analytical skills
Strong focus on detail, documentation development and quality assurance
Help desk operates Monday-Friday 07:00-19:00 (excluding holidays) so will work on a shift rotation basis

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