Service Desk Analyst at Nation Media Group

SPECIFIC JOB RESPONSIBILITIES

• Provide first and second-level technical incident and problem management support services to end users in local and regional offices.
• Support and Administration of existing Back-Office Server Applications (i.e. Active Directory, Exchange, Windows Servers, SharePoint, SQL etc.)
• Participate in IT-related projects
• Meet or exceed the set Service Level Agreements (SLAs)
• Install, configure, maintain and support Software, Computers, Mobile devices etc.
• Escalate problems, as appropriate, to our external service support providers in order to ensure consistent timely resolution.
• To enforce, maintain, support and administer the existing IT security systems, services and policies.

To qualify for this position, you must have the following:

• Degree in Information Technology or equivalent
• At least 3 year's experience in a service desk or back-office support
• Working knowledge of Mac and Microsoft Operating systems and productivity applications
• MCSE or MCITP Certified or equivalent
• ITIL Certification

Personal Effectiveness

• Strong customer service skills with the desire and ability to exceed customer expectations
• Experience using ITSM incident tracking tools
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• Ability to meet deadlines
• Ability to work under minimum supervision
• Ability to work during odd hours