Service Desk Analyst
Virtustream Inc. - San Francisco, CA

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Virtustream ( ) is a leading enterprise cloud software and services provider. The company's secure high-performance cloud platform, xStream, enables hybrid cloud deployments, supports multiple hypervisors, and is the industry's first to offer a sub-virtual machine pricing model that is truly consumption-based. Virtustream’s team comprises of architects, engineers and developers with deep expertise in cloud migration strategies, cloud platform deployment, enterprise application management and advanced data center technologies.

Service Desk Analyst – xStream Operations Center, interacts with customers to analyze
issues, replicate problems, and coordinate resolution to the customer’s satisfaction. This important client-facing role involves front line support, issue management, escalation
and reporting according to established procedures. The Service Desk Analyst is
a member of a team which staffs a 24/7 global Operations Center, which includes
monitoring the xStream cloud computing platform in multiple data centers in
North America and Europe. This role will require strong communication and coordination skills to successfully manage multiple customer interactions and technical support cases simultaneously. In addition to manning the Service Desk, this role will also involve “hands on” work inside the data centers, as needed.

The xStream Operations Center uses an ITIL v3 framework for managing service requests from customers, responding to and managing incidents related to services provided, managing problem resolution, and participating in the change management process. The Service Desk Analyst will participate in defining policy, document process, and develop and document procedures.

The primary role of the Service Desk Analyst is providing ‘Level0’ and ‘Level1’ support for Virtustream customers. This requires validation of the request or the incident, an understanding of the customer systems within Virtustream Cloud ecosystem, and the technical ability to execute the required troubleshooting. Full ticket management,
updating the activity log, and providing customer communications are vital tasks within the role. Building supporting documentation is always required.

Provide day-to-day customer support for all aspects of the xStream cloud computing platform via telephone, email, and ticketing and monitoring systems

Prioritize and manage service requests, incident management, escalation, and reporting to maintain service level agreements

Understand Virtustream organizational structure as needed to provide relevant and timely escalation of incidents and customer requests.

Work closely with Virtustream technical resources to resolve issues in a timely and professional manner

Maintain accurate and complete records of all customer support interactions using service desk tools and established procedures

Perform ‘Level0’ validation and ‘Level1’ resolution / fulfillment for customer support.

Perform root cause analysis, identify trends and document troubleshooting knowledge for review by team mates

Monitor the status of the xStream cloud computing platform using operations monitoring tools and procedures

Provide “hands on” assistance in configuring and troubleshooting data center equipment as needed


Bachelors’ degree in a technical discipline (i.e. Information Systems or Network Management)

Knowledge of cloud computing concepts, software, and tools (i.e. networking, virtualization, VMware, hypervisors, SAN)

Previous service desk experience required, managed services experience a big plus

ITIL familiarity is expected and ITIL v3 experience is a plus. ITIL v3 Foundation certification is highly desired

Familiarity with service desk ticketing and tracking systems is helpful

Good communications skills, both written and verbal are required

Excellent customer service skills are expected

Enthusiasm and drive

Good time management skills

Ability to work alone and within a team

Ability to work toward meeting deadlines

Ability to work night and weekend shifts

Availability for “on call” duties as needed

Industry recognized qualifications are preferred (Cisco, Microsoft, PMP, ITIL, etc.)