Service Desk Analyst

Company: Cogent Infotech Corporation
Location: New Haven
Posted on: May 19, 2023

Job Description:

Job Description

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• Answers support requests and provides telephone assistance to customers; provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Escalates and coordinates services requests with staff assigned to service request.
  
• Recommends procedures and controls for problem prevention.
  
• Works on special projects of varying levels of complexity (e.g., converting all computers to new version of Windows), as assigned.
  
  Essential Competencies
  
  
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  • Problem solving and troubleshooting skills
    
  • Strong oral and written communication skills
    
  • Strong interpersonal skill
    
  • Strong listening skill
    
  • Sound judgment in decision making
    
  • Math skills
    
  • Ownership and accountability for daily operational end user compute support
    
  • Must be able to work relatively independently without constant managerial supervision
    
  • Must have strong organizational, time management and relationship building skills
    
  • This role requires daily interaction with our user community
    
    Preferred :
    
    
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    • Ability to speak Spanish or French desirable
      
      Systems/Technical Knowledge:
      
      
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      • Demonstrated working knowledge of basic to moderately complex hardware and software product
        
      • Service Management systems
        
      • Remote support tools (i.e., Bomgar)
        
      • Cloud applications (i.e., connected backup)
        
      • Active Directory
        
      • Microsoft and Macintosh operating systems
        
      • Microsoft Word, Excel and PowerPoint
        
        Education and Experience Qualifications
        
        
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        • 2-5 years of IT experience including leading/supervising technology service and support teams or equivalent combination of training and experience
          
        • ITIL Foundation certificate required
          
        • A+, Network+, MSDT or equivalent professional certification
          
        • Associates in Computer Science preferred or BS in Business Administration/Info Tech focu
          
          Physical Demands
          
          
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          • Must be able to remain in a stationary position for a majority of the workday.
            
            

Keywords: Cogent Infotech Corporation, New Haven , Service Desk Analyst, Professions , New Haven, Connecticut