Reporting to the Manager Infrastructure Services (BIS), the Service Desk Analyst purpose is to ensure internal Horizon North users have working end user devices (computers / peripherals / printers / phones) that are required for maximum productivity in their jobs.
This includes prioritizing, documenting, and actively fulfilling and resolving end user service requests and incidents for both hardware and software.
Support includes remote and in-person service, and may involve the use of diagnostic tools. The incumbent will also participate in new hardware (desktop / laptop / peripheral / phone) installation, configuration, deployment and MAC (Moves / Adds / Changes).
Technician will understand escalation path and collaborate with other technicians when required. This permanent, full-time position has a monthly on-
call rotation requirement.
This is position is safety sensitive and will require drug, alcohol, fitness and / or impairment testing as a condition of employment.
Ensure the resolution of tickets by taking ownership of the request and interfacing with other team members, departments, and third parties, as needed, to see the ticket through to completion.
Ensure all work efforts are captured within Horizon North’s service management ticketing system.
Ensure the continual improvement of the knowledge base.
Support both on-site and remote users with the installation, configuration, testing, maintenance, monitoring, and troubleshooting for their devices and related hardware and software in order to deliver the required service levels.
Perform analysis, diagnosis, and resolution of complex device problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Support Lifecycle Management process by managing an asset inventory of hardware, including lifecycle, audit counts, purchasing, transferring, deployment, and configuration of inventoried equipment.
Assist with identifying and improving process deficiencies and departmental improvements.
Perform continual self-improvement in order to meet the adapting demands of technology.
Represent the team at various cross functional meetings and / or projects; promote existing and new programs and / or policies.
Participate on teams or projects which recommend, coordinate, and implement changes and / or improvements to products or systems.
Comply with HNL safety policies and procedures, and support the company’s vision and goals.
Perform other operational duties as required.
Will required on call support, travel to Horizon North’s remote offices, and occasional evening and weekend work to meet deadlines or perform special projects.
Required education and experience :
Bachelor’s degree or technical diploma from an accredited institution in Computer Science, Information Technology (IT) or related field;
2+ years of IT experience; and
General understanding of ITIL best practices.
Required skills and abilities :
Experience working with a service management system, preferably ServiceNow;
Understanding of or willingness to learn a scripting language, preferably PowerShell;
Demonstrated team player with ability to learn quickly;
Demonstrated high level of self-motivation with a strong desire to solve problems;
Excellent communication skills; Strong Documentation Skills;
Aptitude to understand and resolve complex issues, and excellent customer-service skills;
Possess adaptability and change friendly attitude; and
Proven ability to get results with a can do’ attitude in a fast paced and dynamic environment.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification.
This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.