IT Service Desk Analyst , Tier 1 @ Meltwater

As the front line of Meltwater IT s Service Desk, the ITSDA Tier 1 team members will be responsible for immediate ticket triage, categorization, urgency clarification, and routing. Onboarding and offboarding duties, asset management and some ticket troubleshooting is also part of this role.

Key Responsibilities:

• Work in a 24-hour shift pattern to provide Tier 1 IT support

• Triage tickets, initiate troubleshooting and ultimately route them with the appropriate urgency and categorization as required.

• Communicate initial ticket expectations to employees.

• Administration of Email and Active Directory

• Manage shipping and return of available assets from stock

• Track all work

• Other duties as necessary

Required Skills:

• Minimum 1 year experience in a customer facing role

• Naturally organized

• Consistency

• Ability to effectively manage large ticket volumes

• Meet Deadlines

• Be a Team Player

Technology experience required :

• Active Directory Experience

• Experience with Cloud apps such as O365/Adobe/Google

• Knowledge of Microsoft Word, Excel, and PowerPoint

• Basic Network troubleshooting experience

Additional technology experience enhancing success:

• A degree, preferably in a Computer Related field, or equivalent IT experience

• Experience with Service Desk Ticketing Systems

• Experience supporting Telephony Systems (Add/Remove/Basic Troubleshooting)

• Previous experience with On/Off boarding processes