Service Desk Analyst, Associate (NJUS)

Purpose of Position

The Service Desk Analyst, Associate contributes to the delivery of excellent experiences while providing quality customer support, IT support and quality resolutions. These responsibilities, part of the NetJets incident, problem, request, and knowledge management practices include intake, triage, troubleshooting, escalation, documentation, and resolution. The Service Desk provides 24x7x365 level 1 and level 2 support to internal NetJets team members. As the face of IT and the intake for all IT teams, supported areas/focuses include end user software, end user hardware, mobile devices, enterprise & business applications, telecommunication devices, etc.

Tasks And Responsibilities

• Participate in all Service Desk core responsibilities of remote support (phone & ticket queue) and onsite support (kiosk).
• Provides excellent customer experiences while supporting the NetJets technical environment.
• Provides accurate and complete resolutions for known technical issues, and progresses/escalates issues appropriately when outside of Service Desk scope.
• Ensures follow up on all tickets, confirming successful resolution with end user prior to closure.
• Utilizes and contributes to Service Deak knowledge management. Consistently research knowledge management when triaging incidents. Identifying gaps within our current knowledge management system and create knowledge articles to fill those gaps.
• Accurately creates and maintains system user accounts and access as defined.
• Participates to Service Desk team meetings and activities.
• Participates in Service Desk projects and campaigns when assigned.
• Able to be flexible to assist in coverage during peak times, vacation/sick coverage
• Note: It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a full list of essential job functions, please refer to the essential functions worksheet for that position.
  
  

Education

Associate's in Information Technology or Engineering

Certifications and Licenses

Years Of Experience

0-2 years of experience

Core Competencies

Adaptability

Collaboration

Curiosity

Service-Oriented

Strives For Positive Results

Knowledge, Skills, Abilities And Other (KSAOs)

• Minimum of 1 year experience in Service Desk and/or technical support environment.
• Minimum of 1 year experience in a customer focused support environment.
• Experience with a ticket management system.
• Strong verbal and written communication skills, ability to support, partner with, and communicate with a diverse audience.
• Strong listening, questioning, and customer service skills.
• Ability to remain professional during stressful, high tension, and conflict situations.
• General experience supporting industry standard software and applications, including Microsoft Office programs, Adobe Reader/Acrobat, Apple iOS, Google Chrome, Microsoft Edge, Remote Desktop Connection, Genesys etc.
• Familiar with end user hardware, includes Dell laptops/desktops, Mac laptops/desktops, large & small office printers, common computer accessories, etc.
• Familiar with common network support related to LAN/WLAN
• Good problem-solving and critical thinking skills. Ability to accurately triage incoming support incidents, identify the paths to resolution, and provide good notes and communication to end users and partnering teams.
• Ability to work well and contribute in a team environment and execute individually, is able and eager to learn.
• A+ Certification preferred