Purpose of Position

Under direct supervision, this position is responsible for providing expert solutions to technology problems reported by NetJets employees in a 7x24x365 Service Desk environment. The Service Desk Analyst, Senior is responsible for providing superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems. Also responsible for maintaining a knowledge-based system of common reported problems and resolutions. Provides timely and accurate notification to other IT staff members of tickets being passed to them for resolution. Escalates reports of chronic or unresolved problems to the appropriate team lead or manager. Working closely with the Service Desk Lead, they should act as a backup when necessary, in the daily management of operations. Actively participate in the planning, management and execution of the service desk team's projects. Suggest, plan and execute tasks to improve the functioning of the team, such as the control of metrics in order to drive service improvements.

Tasks and Responsibilities

•    Provides technical assistance and problem resolution for employees requesting help on IT-related issues or questions in a courteous, professional, thorough and concise manner. Demonstrates a commitment to providing superior customer service;
•    Provides reliable customer-focused coverage of the IT department help line during normal business hours and on-call support as necessary to support our global 7x24x365 operation Service “walk-up” requests, as well as requests via email, phone, fax and Help Desk tickets;
•    Creates and maintains user accounts and access privileges for Active Directory, Windows OS and application systems;
•    Supports the installation, configuration, documentation and ongoing usability of desktop computers, peripheral equipment and voice communication devices; supports software delivery, updates and patching to business users in an effective manner;
•    Provides support, troubleshooting and repair of mobile and other mobile devices; supports custom applications on mobile devices and manages the escalation process within the IT team as appropriate;
•    Follows up on their open tickets and confirms successful resolution with the client;
•    Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps;
•    Assists on Service Desk, Wireless and Desktop Support related projects and activities as assigned by management;
•    Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and IT;

•    Provides support to Prod Support team and various project tasks as assigned;
•    Documents and communicates related IT standard policies and procedures as defined by management;
•    Generates statistical reports for management as requested. Maintains detailed, accurate end-user account information and related distribution lists;
•    Inbound phone calls and emails during an assigned shift in a 7x24x365 global Service Desk;
•    Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions;
•    Creates and maintains user accounts and access privileges for Active Directory and application systems;
•    Assists on related projects and activities as assigned by management;
•    Adherence to time and metrics tracking;
•    Act as service desk team leaders´ backup in the team's daily activities;
•    Plan, manage and execute (or delegate) tasks related to all Service Desk team projects;
•    Manage, plan and execute improvement Service Desk operational initiatives;
•    Other duties can be performed subject to being within the same professional career, considered related or functionally linked.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

•    Minimum 5 years’ information technology experience supporting inbound customer requests;
•    Minimum 5 years of experience in a fast-paced help desk or customer service environment;
•    Proficiency with Microsoft operating systems, Microsoft Office, and Microsoft desktop applications.
•    Proficiency in mobile device management solutions in an environment of 1000+ devices;
•    Familiarity with Active Directory and Microsoft Outlook Exchange environments;
•    In-depth familiarity with various telecommunications devices;
•    Excellent listening, questioning, and customer service skills;
•    Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned;
•    Ability to maintain composure, tact and effectiveness under stressful conditions;
•    Ability to organize information, efficiently manage time and balance multiple priorities;
•    Ability to think logically and build on knowledge acquired;
•    Detail orientation, organization skills and problem solving; 
•    Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.