Quanta Services

  • Service Desk Analyst

    Job Location US-TX-Houston
    Requisition ID
    2018-1727
    # of Openings
    1
    Category
    Information Technology
  • Overview

    The Service Desk Analyst is responsible for providing personal computing (HW), software (SW), operational system (OS), Application (APP), mobile connectivity & associated peripherals focused service request fulfillment, incident resolution, asset lifecycle and client relationship management services. The Service Desk Analyst is highly customer service oriented and proactive in anticipating and resolving problems while maximizing efficient use of available IT resources.

    Responsibilities

    • Provides documented break/fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP, mobile connectivity & associated peripherals, including workstation, peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.
    • Recognizes, documents and escalates complex and/or systemic problems to more experienced analysts and/or technology support teams.
    • Provides new instances of available services to address new or expanded business requirements with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP & associated peripherals, including deployment, repositioning and recovery, SW installs/uninstalls and OS imaging.
    • Understands Quanta’s IT Service Catalog strategy and is able to address, document and respond to customer requests, leveraging the Service Delivery Account Management function.
    • Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.
    • Recognizes, documents and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.
    • Solicits, collaborates on and authors, review and/or edit client facing knowledge content to enable self-service and lowest cost of service.
    • Takes ownership of and periodically reviews client facing knowledge bases content for accuracy, completeness and continuing applicability.
    • Engages clients to promote services and manage expectations for HW, SW, OS, APP, mobile connectivity & associated peripherals focused incident resolution and requests fulfillment services.
    • Advocates the client perspective within Information Technology with an emphasis on personal and computing HW, SW, OS, APP, mobile connectivity & associated peripherals to ensure business objectives and requirements are incorporated into deliverables.
    • Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.
    • Provides phone and in-person support to customers’ requests.
    • Provides other required support services during peak demand periods and other high volume scenarios as necessary.
    • Travels up to 10% of time.

     

    Qualifications

    Associate degree in computer science or other related discipline is required.
    • Minimum of 5 years of experience required, including at least 2 years in Information Systems and 3 years in a directly related position with a mid to large size company.
    • Experience providing support via phone (call center operations)
    • Experience supporting HP, Dell and/or Lenovo workstations.
    • Experience supporting mobile/remote connectivity solutions specifically 3G/4G mobile broadband and virtual private networking (VPN).
    • Experience with Microsoft SCCM.
    • Experience supporting multifunction devices (MFDs) and printers.
    • Experience working with IT Service Management systems.
    • Experience working with IT Asset Management systems.
    • Experience working with Remote Support tools.
    • Experience working with Knowledge Bases.
    • Other Customer Service/Facing related roles can be considered a plus.
    • Comp TIA A+ - Required
    • Comp TIA Security+ - Preferred
    • Microsoft Certified Desktop Support Technician (MCDST) - Preferred
    • ITIL Foundation (Information Technology Information Library) - Preferred
    • HDI (Help Desk Institute) Desktop Support Technician - Preferred

     

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