Infusion unites insight, creativity, and technology to accelerate and transform business for leading companies around the world. From high performance trading systems to next-generation retail environments and beyond, Infusion creates digital experiences and advanced technology solutions that bring our clients' business to new levels. Founded in New York City in 1998, Infusion today is a team of more than 500 people in offices across the globe. Infusion has deep expertise in digital design, emerging and legacy technologies, Web portal development, enterprise solutions and managed services.
Infusion’s expertise extends across the major industries, including retail, financial services, oil and gas, health and life sciences, entertainment, hospitality, education, and public sector.
The Service Desk Analyst is the face of Infusion's Service Delivery team to ourclients, providing first-line technical support over the phone, and via e-mail.The successful candidate will require an aptitude for working with the various applications and systems to undertake analysis, diagnosis and resolution of incidents, escalating items to the IT Operations or Application Support teamsas required. As well, the Service Desk team manages the lifecycle of allincidents across the different teams to ensure that we are within accepted service levels, and to ensure documentation and knowledge sharing is occurring.
- Act as a single point of contact for phone clients regarding incidents and requests
- Logging and managing calls from clients via telephone and email
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Troubleshooting of IT related problems from both software and hardware, such as Smart Phones, PCs, Servers, Websites, and client specific applications
- Identify and escalate wide-impact or potential wide-impact incidents
- Escalate unresolved calls to the IT Operations and Application Support teams
- Log all calls in Service Desk ticketing system (Manage Engine)
- Take ownership of client incidents and requests, following up on the status of tickets on behalf of the client and communicating progress in a timely manner to the Service Managers
- Reporting on Service Desk call trends, ticket status, resolution, and other analytics as required.
- Publishing support documentation to populate team knowledge base and training materials
- User account administrations for client systems and internal tools.
- Working in a team environment to ensure 24/7 support for all clients globally
- University or college education or related work experience
- 2+ years previous IT Service Desk\Support or Call Center experience
- Excellent communications skills and telephone manner
- Excellent organizational and analytical skills
- Incident, Release, and Change Management experience
- User Administration and Access Control experience with Active Directory
