Field Technical Support Analyst II | Tampa, FL

Detailed Information

  • Location: Tampa, FL

  • Company: Robert Half

environment - we invite you to apply. We're looking for a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This includes creating knowledge articles and arranging training for other Service Desk Analysts when needed.

The primary function of this job is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. You should also know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. One of the most important things to understand for this position is Incident, Problem, Change

Management and other processes. One of the most important parts, though, is how these processes work together to provide superior support and high availability of our business.

The ideal candidate for this Analyst job can cover alternative shifts when needed. Major responsibilities- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues- Understand and utilize ITIL processes (Incident, Problem, Change, etc. ) and how they are used in a corporate environment- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards- Provide guidance

to Tier 1 support and team members- This job is important because it must facilitate user account management.

This includes onboarding, change and departure processes- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. - Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

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