Service Desk Analyst

Company: NA - NetJets Aviation Sociedade Unipessoal, Lda.

Area of Interest: Information Technology

**Location**:
Paço de Arcos, PT, 2774-550

Req ID: 6141

**Purpose of Position**:
Under direct supervision, this position is responsible for providing expert solutions to technology problems reported by NetJets employees in a 7x24x365 Service Desk environment. The Service Desk Analyst is responsible for providing superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems. Also responsible for maintaining a knowledge-based system of common reported problems and resolutions. Provides timely and accurate notification to other IT staff members of tickets being passed to them for resolution. Escalates reports of chronic or unresolved problems to the appropriate team lead or manager.

**Tasks and Responsibilities**:

- Provides technical assistance and problem resolution for employees requesting help on IT related issues or questions in a courteous, professional, thorough and concise manner. Demonstrates a commitment to providing superior customer service;
- Supports the installation, configuration, documentation and ongoing usability of desktop computers, peripheral equipment and voice communication devices; supports software delivery, updates and patching to business users in an effective manner;
- Follows up on their open tickets and confirms successful resolution with the client;
- Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps;
- Assists on Service Desk, Wireless and Desktop Support related projects and activities as assigned by management;
- Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and IT;
- Provides support to Prod Support team and various project tasks as assigned;
- Documents and communicates related IT standard policies and procedures as defined by management;
- Generates statistical reports for management as requested. Maintains detailed, accurate end-user account information and related distribution lists;
- Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions;
- Assists on related projects and activities as assigned by management;
- Adherence to time and metric’s tracking.

**Education**:
Not Specified

**Certifications and Licenses**:
**Years of Experience**:
2-4 years of experience

**Core Competencies**:
Adaptability

Collaboration

Curiosity

Service-Oriented

Strives for Positive Results

**Knowledge, Skills, Abilities and Other (KSAOs)**:

- Minimum 2 years’ information technology experience supporting inbound customer requests;
- Minimum 2 years of experience in a fast-paced help desk or customer service environment;
- Proficiency in mobile device management solutions in environment of 1000+ devices;
- Familiarity with Active Directory and Microsoft Outlook Exchange environments;
- In depth familiarity with various telecommunications devices;
- Excellent listening, questioning, and customer service skills;
- Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned;
- Ability to maintain composure, tact and effectiveness under stressful conditions;
- Ability to organize information, efficiently manage time and balance multiple priorities;
- Ability to think logically and build on knowledge acquired;
- Detail orientation, organization skills and problem solving;
- Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.