Hello,
Hope you are doing well.
This is Bharat from Nityo Infotech. Please find the JD below and if you have any consultant available then please let me know ASAP at Bharat.c@nityo.com.
Service Desk Analyst
Tempe Arizona.
Contract
Job Description Form
PURPOSE OF THE JOB - why does the job exist and what is it designed to accomplish?
The Service Desk Analyst is responsible to provide the first point of contact for all IT related issues first line support for IT Systems, in accordance with incident, change, configuration and project management processes to agreed Service Level Targets.
KNOWLEDGE AND EXPERIENCE -what knowledge, skills, abilities and/or experience are needed to perform the job?
• Analytical problem solving skills to follow an incident or problem through to resolution.
• Ability to "think out of the box" and question existing ways of doing things at a technical and process level.
• Ability to collaborate with business and IT team members.
• Ability to communicate technical issues effectively to end users and IT team members (verbal and written).
PRINCIPAL RESPONSIBILITIES
• Ensure incidents are resolved in a timely manner to meet defined Service Level Targets
• Promote the resolution of incidents at quickly and efficiently by assisting colleagues with unprompted and proactive sharing of knowledge
• Escalate issues to appropriate level when necessary
• Provide support in line with Incident, Change, Configuration and Project Management processes to agreed Service Level Targets.
SPECIFIC RESPONSIBILITIES
• Understand the basics of commercial property finance management and be fluent in terms and methods of such.
• Receives escalated incidents from the First Line support team via corporate incident management system; incidents are initially raised by property managers and clients.
• Assess overall incident queue and review according to pre-defined prioritization and SLA rules.
• Review incident, troubleshoot, search for root cause (in certain cases), document incremental steps towards resolution.
• Conduct user follow up and q&a as required.
• Conduct research, utilize self-service technical support tools (such as FAQ's, live chat, manuals, knowledge base, etc.) to facilitate resolution.
• Conduct specific data work including set up of master file records, owner records, banking information and general ledger accounts
• Understand Yardi Voyager table structure, workflows and configuration.
• Write migration packages and apply these to successive Yardi environments.
• Test and validate data results of package changes.
• Provide timely escalations to Third Line support as required.
• Strive to achieve alignment to agreed-to Service Level targets.
• Resolve and close the incident within the incident management system.
• Provide status and communications with the constituents
NATURE AND SCOPE - how does this job fit into the overall scheme of operation?
- Work environment (extent of interaction with supervisor(s) for approval, concurrence, resolution, etc.)
The Service Desk Analyst will interface with business managers at all levels of the organization, external consultants, business analysts, project managers, program managers and IT management. It is expected that professionals in this role have strong decision making ability and can work with minimal supervision. Some business travel required.
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Nityo Infotech Corp. Suite 1285 Plainsboro, NJ 08536 |
Regards
Bharat Chhibber Fax : 609 799 5746
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Nityo Infotech has been rated as One of the top 500 Fastest growing companies by INC 500
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