<div>The Service Desk Analyst I, SDA, will function as the first point of contact and first level support for our client’s end users, networks, and server issues. Troubleshooting software, hardware and operating system issues while creating detailed documentation of incidents are a key responsibility along with timely and professional communication with customer contacts. In addition, the SDA will serve as the first point of contact and first level suport for our client’s monitored/managed network and server infrastructure. This position requires that the analyst be able to dynamically multitask on complex, diverse issues, and work with customers in a fast-paced environment. The SDA is expected to adapt to and drive change and be resourceful and self-directed. </div><div><strong>Work schedule will be Saturday - Wednesday from 11:30 pm CT to 8:00 am CT.</strong></div><h3>Responsibilities</h3><ul><li>Respond to requests for technical assistance via phone or electronic means; possess excellent communication skills to clearly document and communicate their findings, internally and externally.</li><li>Interact with customers and must communicate at technical and non-technical levels with peers, management, and customers.</li><li>Categorize, prioritize, and gather necessary information pertaining to each reported issue.</li><li>Resolve or redirect issue for resolution within service level agreement period.</li><li>Provide excellent customer service with a friendly positive attitude.</li><li>Stay current in evolving technologies.</li><li>Function as the first point of contact for all network and server related issues.</li><li>Proactively monitor customer environments for faults, failures, and performance issues.</li><li>Respond to emails, alerts, tickets, and phone calls from NRI customers including both NOC and Service Desk in accordance with documented Standard Operating Procedures.</li><li>Ensure customer contact is regularly updated with information regarding progress in resolving their issue.</li><li>Escalate higher level issues to appropriate resources for in-depth investigation.</li><li>Communicate (verbal and written) with other analysts on shift to ensure tickets are addressed.</li><li>Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment.</li><li>Perform scheduled maintenance up to and including server patching, as outlined in customer contracts. Research issues to assist with resolution using a wide range of tools such as OEM/vendor documentation, internet searches, forums, etc.</li><li>Stay abreast of advances in technologies and further education in emerging technologies.</li><li>Proactively monitor routers, switches, and applications of customer infrastructure and provide timely responses to all network or security incidents, outages and performance alerts.</li><li>Provide empathic customer support in a courteous and friendly manner.</li><li>Demonstrate a sense of urgency