First Level Service Desk Analyst 2

About the role

The First Level Service Desk Analyst 2 will perform remote desktop support across multiple customers and technologies.  

What you’ll be doing 

• The primary function is to resolve or escalate calls that have been entered into the support system by the Level 1 Analyst.  
• Review problem tickets and respond to user within established standards; resolve open tickets in a timely and professional manner; following established SOP; manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved; provide a positive customer service experience to the customer; participate in other projects as requested. 
• To Perform Remote Desktop Support across multiple customers and technologies. 
• Microsoft certified with future accreditations being planned for and must be committed to writing exams for any course paid for by Computacenter SA. 
• Experience with remote control technology (Dame ware, VNC, SCCM, Remote Desktop, Remote Assistance). 

What you have  

• Help desk: 2 years (Required) 
• Tickets: 2 years (Required) 
• Troubleshooting: 2 years (Required) 
• Experience with ticketing systems such as ServiceNow.  
• Experience in common client applications (MS Office, Citrix client, VPN clients, MS Outlook) 
• Experience in supporting server /desktop operating systems (XP and upwards) 
• High School Diploma 
• You must be authorized to work in the United States. 

Bonus points 

• Understanding of Citrix, SCCM, Anti-Virus, VMWARE, DHCP/DNS/Active Directory/GPO, Windows 7/8/10, Office applications, Scripting. 
• Must actively participate in the PASS12T strategy - shift left initiatives  
• Able to work OOH if or when required.  
• Experience in Active Directory, Group Policy, DNS, DHCP, DFS 
• Experience in Anti-Virus (Symantec) and other client security 

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us