Help Desk Analyst III

Location: Syracuse, New York Salary: competitive
Sector: IT Type: contract

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

Sthree US is acting as an Employment Business in relation to this vacancy.