is responsible for providing technical solutions with equipment serviced and or supported by Christie Managed Services. The Service Desk Analyst II will receive requests for technical assistance from a variety of sources including incoming calls, emails or web requests. The Service Desk Analyst II is required to monitor and respond to alerts received via the CDS NOC Real-Time Management console. It will be a full time position with some opportunity for overtime. Shifts range from morning, afternoon, night and include weekends.
1. Consistently and repeatedly, with a high level of accuracy and attention to detail resolve technical issues and respond to alerts received in the CDS NOC Real-time Management console, these activities must always be handled within the standards set forth by the department.
2. The Service Desk Analyst II is required to answer calls to ensure the Service Desk meets or exceeds Service Level Objectives.
3. The Service Desk Analyst II will respond to act on alerts received in the CDS NOC Real-Time Management console within SLA and provide any subsequent communication as specified in standard operating procedures.
4. Respond to and address technical escalations received from Service Desk Techs within the time specified in the department standard operating procedures.
5. Respond to and address technical escalations received from field service engineers (internal and external) within the time specified in the department standard operating procedure.
6. Escalate issues that require engineering level troubleshooting to the responsible organization within the time specified in the department standard operating procedure.
7. The Service Desk Analyst II will be responsible to update the average number of cases for the department on a consistent basis. Additionally all cases in the respective queues will be continuously worked to insure SLA’s are upheld.
8. Review cases that have been closed for technical accuracy and properly classify as needed so they can be processed to billing. The volume of cases processed on a daily basis will meet or exceed department averages. Accuracy of classification must meet or exceed department standards.
9. The Service Desk Analyst II is expected to adhere to, and consistently utilize methods as defined in department standard operating procedures (SOP’s)
10. Process all inventory transactions requests from the field within the time specified in the department operating procedure.
11. Punctuality – The Service Desk Analyst II is required to be ready to work at the time their shift begins. Operators will be at their workstations, logged into all required applications at the time the shifts begin.
1. Service Desk Analyst II will receive requests from the Service Desk Techs for technical assistance when the issue cannot be resolved by the Service Desk Tech. The Service Desk Analyst I will engage in the troubleshooting to determine root cause and will work to mitigation.
2. Requests for technical assistance from Service Desk Tech Analysts (internal- CSE’s and external) will be managed by the Service Desk Analyst II.
3. Service Desk Analyst II will receive requests to escalate issues from various groups. The Service Desk Analyst II must evaluate the request to determine if the issue can be resolved without escalation or if an escalation to engineering is required.
4. Monitor multiple network devices via the CDS NOC Real Time Management console. The Service Desk Analyst II will monitor alerts received from devices installed at customer locations by using the CDS NOC Real Time Management console application and Cinewatch or any other Remote discovery tool.
5. Perform remote upgrades of various devices. The Service Desk Analyst II will upgrade firmware and software on an array of devices.
6. Cases that been classified as complete will be reviewed by the Service Desk Analyst II for technical accuracy. The technical attributes of these cases must be reviewed and if necessary reclassified before the case is processed to billing.
7. Communicate technical trends with CDS Training and Development. Service Desk Analyst II will work closely with Training and Development for the development of new troubleshooting and resolution methods.
8. Service Desk Analyst II will work closely with various engineering groups to report trends of failures or request product enhancements. Additionally, engineering groups will request data and or research from the Service Desk Analyst II.
9. Case Management consisting of opening new cases with proper classification, reviewing open cases, inquires to other responsible parties for updates of open cases, communication to Managed Services groups of status updates, owning cases that exist in the respective queue(s). Maintain cases by ensuring they are up to date and constantly being worked to get the issue rectified.
10. Respond to and fulfill inventory requests from the field.
Bachelors deegree in C omputer Science or Computer Engineering degree.
MCSE or MCSA preferred
The optimal Service Desk Analyst II should be an individual who has worked in a NOC or Service Desk capacity. The desired individual will be familiar with dealing with I.T. and/or service professionals in fast paced high pressure situations. This person will have used and be comfortable with case management systems and related software. Case documentations, Fact Finding and troubleshooting skill sets are required for this role.
A plus would be the individual will have worked in a Field Service or IT position before. The optimal candidate would be familiar with technology issues that occur in the field and have recommended successful
This position requires extensive knowledge of how the CDS NOC procedures are carried out. This knowledge can only be learned by experience within the CDS NOC environment, such as that gained by using the CDS NOC toolsets.
Any NOC experience would be relevant to this position. Familiarity with NOC procedures would be a major benefit. Experience with NOC monitoring toolsets and utilities are a plus.
Enjoy working with people and troubleshooting technical issues.
Knowledge of computers, computer operating systems and Microsoft office applications and other databases and/or utility programs.
Specific knowledge of formal written and email communication procedures.
Writing skills that clearly indicate the desired solution to trends discovered.
Excellent people skills and the ability to interact with both internal and external personnel.
Excellent verbal communications skills.
Specific knowledge of DLP projectors.