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IT Service Desk Systems Analyst needs 3 years’ experience
IT Service Desk Systems Analyst requires:
 Some programming or software/OS administration skills
 Ivanti Service Desk
 Ivanti Neurons
 Project management
 System administration
 Exposure to business requirements gathering/translation to technical requirements
 Degree not required if experience is met.
 ITIL Foundation certification is preferred. - CompTIA A+, Network+, or similar certifications are a plus.
IT Service Desk Systems Analyst duties:
 Maintain detailed documentation of service desk operations, issues, and resolutions.
 Generate regular reports on service desk performance, user satisfaction, and system health.
 Develop and update technical documentation, user guides, and FAQs.
 Lead and participate in a major system upgrade to a cloud solution.
 Coordinate with vendors and third-party service providers for system maintenance and support.
 Ensure project milestones and deadlines are met.
 Act as a point of contact for users experiencing technical difficulties.
 Ensure all support requests are logged, tracked, and resolved in a timely manner.
 Provide training and guidance to users on system use and best practices.
 Documenting current Ivanti Service Desk environment to include CMDB, workflows, data imports, etc in preparation for migration to new Ivanti platform in early 2025.
 Formulate, with guidance, plans for implementing similar functionality in the new Ivanti Neurons system in 2025
 Provide advanced troubleshooting and technical support for hardware, software, and network issues.
 Assist in the diagnosis and resolution of complex technical problems.
 Escalate issues to appropriate internal or external resources as necessary.

Reference : IT Service Desk Systems Analyst , PAYS $53/HR Jacksonville, FL jobs

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Published at 11-06-2024
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