The IT Service Desk Analyst II position will serve as the main point of escalation for all support issues that the IT Support Desk Tier 1 team are unable to promptly resolve. Additionally, the Analyst II, IT Service Desk role will lead projects as well as manage hardware and software deployments to corporate and retail store chain users. The Analyst II, IT Service Desk will be a positive role model for the IT Service Desk Tier 1 team. This role shall follow all Service Desk best practices and protocols, treat all customers with respect, be accountable for their work, and accurately prioritize the urgency and criticality of support incidents. The IT Service Desk Analyst II will serve as a subject matter expert in a variety of topics as well as assist with overflow tickets and phone calls from the Tier 1 support team.
Serve as the main point of escalation for all support incidents required for Tier 2 support. . Escalate all unresolved support incidents to regional or global SMEs. Provide customer-focused support centered on communication and follow-through.
Provide mentorship and enablement to teammates in the resolution of more advanced problems.
Provide direct support for Retail store systems, applications, and network infrastructure, including MS Windows servers and PC’s, Retail Pro, Symantec Endpoint Protection and Cisco Meraki network equipment
Organize, lead, and track projects to timely completion while upholding all Service Desk best practices, protocols, and service level agreements
Assist Service Desk Manager with asset tracking, inventory management, and hardware and software deployments to the end-user base as needed
Manage Service Desk queue flow by properly prioritizing tickets and communicating with the team
Participate in off hours on-call rotation