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Overview
The IT Service Desk Analyst will provide first line technical support to internal TDW employees. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of end-user problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes all global locations within TDW, home workers and field technicians.
Responsibilities
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and track changes
1st line support – troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, laptops, PCs and printers
Troubleshoot basic network issues
Escalate unresolved calls to the infrastructure support team
Log all calls into ServiceNow
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training in Microsoft Office applications used within TDW (Word, Excel, Outlook, PowerPoint)
Provide stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
Mobile device (iOS & Windows) account management and provision
Avaya & Lync/Skype for Business basic support
VPN and remote connectivity support
To arrange for external technical support where problems cannot be resolved in house
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