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Help Desk Analyst III
Ref No.: 18-25742
Location: Northborough, Massachusetts

FFHD = Field Force Help Desk – Field Deskside Support Techs - *Temp to Perm Position*
To work tickets from the field on IT incidents being raised via the FFHD and provide the next onsite support.

Utilizing the Service Now tool to manage incident tickets to resolution.
• Provide high quality technical support to quickly resolve tickets
• Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
• Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
• Windows Certification and experience in support of both Windows and iOS based machines.
• Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners.
• Provide onsite support on business applications once trained by the Application Support Teams
• Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.
• Add/modify/delete users, groups and roles
• Password and license management

Excellent customer service and telephone communication skills.
• Experience in using active directory, making technical config changes on backend systems without disruption.
• Experience in using IT systems and relevant software to raise (when needed) and manage incidents tickets
• Problem solving skills.
• Analytical skills to identify trends in issues reported and identify areas for improvements.
• Experience of the concepts, objectives and life-cycle of Knowledge Management activities
• Knowledge of ITIL governance and control processes and procedures
• Flexible, adaptable and able to learn new concepts quickly
• Excellent communication and collaboration skills
• Strong analytical skills
• Strong focus on detail, documentation development and quality assurance

Deskside support operates Monday-Friday 07:00-19:00 (excluding holidays) so will work on a shift rotation basis

Will need to have a valid driver's license and access to a car for moving between Client locations in Massachusetts