Service Desk Analyst
 
The Service Desk Analyst position focuses on the completion of tasks to support client projects and is assigned to Client teams through all phases either individually or with a Senior Service Desk Analyst. The Service Desk Analyst will work with team members to support Service Delivery. This will involve working closely on environments for the assigned Client and ticket queue(s) to ensure established Service Level Agreements are exceeded. 

The Service Desk Analyst will be assigned to learn and become certified in the tasks necessary to support Provalus and their Clients.
 
All Provalus employees are to ensure tasks performed adhere to the firm’s SOC 2 Type 2 compliance requirements. This includes participation in annual information and network security training and acceptance of spot checks on an ad hoc basis to guarantee that Provalus is constantly improving.  Each member of our team must understand the importance of the handling of Client data.
 
Key Responsibilities and Duties:

• Perform certified tasks assigned by the Shift Lead and/or Team Lead.
• Provide Tier 1-2 level triage and ticket maintenance for IT support environment. 
• Provide effective oral and written communication to the client and the client end users leveraging approved documentation.
• Acquire and maintain certifications as assigned by the Delivery Manager or in the Career Progression & Education Plan.
• Continue career progression to meet requirements of Senior Service Desk Analyst.
• Perform other duties as assigned.

• Solid understanding of computer hardware, software, and networking.
• Excellent verbal and written communication skills and attention to detail.
• Experience with ticketing systems (ITIL) and knowledgebase management.
• Ability and willingness to work individually and in a collaborative team environment.
• Strong troubleshooting skills and ability to resolve complex technical issues.
• Ability to follow processes, procedures, and work instructions to ensure consistent client experience.