Job Description

AMS Service Desk Analyst

Position Summary

The AMS Service Desk Analyst is part of the service desk team and logs, prioritizes, and resolves incidents, faults, and service requests as part of the Request Management Team. It is expected that this role provides tier 1 and tier 2 level of support.

Responsibilities

• Log, prioritize, and route incoming tickets
• Monitor incoming ticket queues for service queues that they have been trained to and execute predefined and scripted services according to priority and SLA
• Provide prompt, concise, and professional communication in tickets and via other communication methods routinely.
• Continuously learn new services, skills, and technologies to expand abilities to add further value to customers.
• Execute verification activity as a result of completing a service, as detailed in service instructions.
• Keep Service Management system updated with status of tickets and related activity.
• Planned Maintenance may be required on weekends
• Other Duties – as assigned on an as-needed basis.

Travel Required

• Remote position, very infrequent travel anticipated

Certifications

• ITIL: Specialist

Experience / Qualifications

Skills and Abilities Required:

• Demonstrated Technical acuity / acumen
• Basic knowledge of IT architecture
• Basic Knowledge of O365 (Configuration and Administration knowledge desired)
• Excellent interpersonal and communications skills
• Excellent time management, decision making, prioritization & organization skills
• Be a team player, promote a spirit of cooperation and teamwork
• Ability and willingness to learn new skills and technologies
• Ability to learn configurable, off the shelf applications
• Available on rotation to be on-call and/or occasional weekends for planned maintenance activity

Experience

Required

• Consultative or customer facing experience
• Working with IT systems, specifically configurable systems

Desired

• AMS Engineer or Help Desk experience
• Opcenter (Camstar) Modeling Experience
• Working experience with the Freshworks / Freshservice ITSM solution

Computer Equipment and Software Requirements:

• Microsoft Office Software
• Windows Operating Systems

Education

• B.S. degree in Information Technology, or Associates degree in Computer Science or related Field (or the equivalent experience) plus a minimum of four year related experience.