Document Analyst creating and maintaining automated documents for LexisNexis Legal & Professional. Collaborating in an agile environment to enhance document efficiency through automation.
About the role
- Service Desk Analyst II providing both Level 1 and Level 2 technical support for end-users. Managing service requests and incidents in a hybrid work environment.
Responsibilities
- Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support.
- Independently interpret, diagnose, and resolve technical issues using available documentation and resources.
- Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions.
- Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed.
- Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures.
- Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics.
- Participate in special projects, rollouts, and departmental initiatives as assigned by management.
- Mentor and assist junior analysts and new team members, sharing knowledge and best practices.
Requirements
- Completed Bachelor's Degree in a related field, or relevant work experience required.
- 3-6 years of experience in a similar role, preferably with an MSP.
- Minimum 2 years of experience in the following areas: Windows, Linux server OS, Citrix.
- Datacenter hardware.
- Cloud-based productivity products.
- Networking - DNS, DHCP, IPV4, VOIP.
- Security – Firewall, Antivirus, Spam filtering.
- Internet technologies.
- Helpdesk ticketing system.
- Data backup and restore technologies.
- Strong analytical and problem-solving skills for diagnosing and resolving technical issues.
- Excellent communication skills with the ability to explain complex technical information to non-technical users.
- Ability to work independently and proactively update or enhance documentation and support processes.
Benefits
- Health, wellness, and financial benefits to offer peace of mind to you and your family.
- Continuous professional growth and leadership opportunities.
- World-class facilities and the technology you need to thrive – in our offices or yours.
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