It Service Desk Analyst

Senior / Engineer IT Service Desk: To participate in the support of all IT-related incidents and Service Requests for [24] Inc. Summary of Essential Job Functions: The Sr. Technical Support will provide first-line technical support and will be the single point of contact for all technical issues reported to [24]7 Inc. The candidate should be able to provide remote support to resolve technical issues for all employees of [24]7, providing first call resolution. The candidate will also be required to monitor the [24]7 IT infrastructure and manage the event management process with a matrixes team of technical personnel. The Sr. Technical Support Analyst should be able to participate in ITIL-based IT Service Management concepts with roles mostly pertaining to IT Incident Management, Change Management, Problem Management, and day to day IT service desk functionalities. They are to maintain a high degree of customer service for all support queries and adhere to all service management principles. Provide after-hours and on-call support as needed. Review tasks and monitor unresolved high severity incidents. Dynamic nature of IT support will be experienced every day through supporting business units, helping manage projects, and solving complicated issues that arise. Sr. Technical Support Analysts must be able to exhibit strong customer service, communication, collaboration, and project management skills. Strong oral and written communication skills, including the ability to communicate at an appropriate technical level for the audience. Responsible for providing ADHOC reports pertaining IT incidents globally for [24]7 Inc. Job Responsibilities Follow the incident management process for all high severity incidents. Analyze, categorize and prioritize incidents. Address and resolve incidents scoped under remote infrastructure support. Monitor the [24]7 IT infrastructure and manage the event management process Coordinate with available technical resources to manage IT incidents and escalate to higher management as required. Update clients & management on incident updates. Track incidents until closure. Prepare customized reports on incidents and provide ad-hoc reports as required. Root cause analysis and corrective actions to be shared with client and management. Assist with the Change Management Process. Build standard operating procedures Network Monitoring IT Service Desk functionalities