This position is responsible for customer service and technical support for all business products supported out of the CBTS Service Desk Operations Center. This operational position requires the analyst to be responsible for the surveillance and control of the enterprise Service Desk Operations Center monitoring system. Responsibilities will include but not be limited to responding to any auto-generated alarm incidents ensuring the integrity of customer network devices, monitoring, evaluating, and responding/triggering incidents based on alarms in the monitoring system ensuring the integrity of customer network devices, triggering incidents or service requests based on customer emails to shared inboxes and/or Call Records, handling Level 1 incident troubleshooting, handling customer engagement via the CBTS Service Management Tool, and transitioning incident and service request support to CBTS Service Desk II Analysts and/or CBTS Engineering Teams. The support provided must be conducted in a manner that meets and/or exceeds agreed upon Service Level Agreements (SLAs) defined within customers statements of work and corporate T&Cs, that is procedurally compliant, and that ensures data integrity and detailed recording of information in tickets.
Essential Functions
Responsible for the surveillance and control of both internal and customer networks and servers, monitors/evaluates/responds to alarms in the enterprise Service Desk Operations Center monitoring system, responds to auto generated alarm incidents, and timely notification to customers, Service Desk, and/or Engineering when an issue exists (50%)
Service Desk Engineering Escalation and Tracking (20%)
Responsible for handling emails and Call Records from customers requesting changes or notification of problems (10%)
Update and maintain records in the monitoring systems necessary to the operation of the Service Desk (10%)
Other duties as assigned (10%)
Experience/Background
One Year of Experience in a Technical Support Environment
Education
High School Diploma Required
Vocational/Technical School Specialized Training Required
ITIL Foundations Certification Required
A+/Network Plus/CCENT Preferred (CCNA Desired)
Special Knowledge/Skills
Excellent written and oral communication skills
Excellent reading and comprehension skills
Excellent customer service skills
Attention to detail
Solid understanding of IT Fundamentals
Working Knowledge of Network Operations Centers and Managed Services Support Models
Working Knowledge of Network Devices and ITIL Methodologies
Familiar with applications including but not limited to Windows operating systems, Office applications, Outlook, Sharepoint, and ServiceNow
Demonstrated desire to learn and grow in the IT field
Ability to collaborate in a team environment while being responsible for individual performance goals
Supervisory Responsibilities
No Supervisory Responsibilities
Miscellaneous
The Service Desk Operations Center is a 24x7x365 organization; therefore shift work is required. Upon hire, the shift will be assigned which may include weekend coverage; however this assignment can change based on needs of the business. Holiday coverage is expected in this position; however management is involved to negotiate coverage with staff.
Requires extended periods of time in front of a PC monitor.
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