Service Desk Analyst III

Service Desk Analysts are on the frontline of customer support. They are focused on helping to resolve functional and technical issues end users encounter, or connecting those users with more intensive IT support, when needed. Work efficiently with Tier II teams on required support needed from them to resolve customer queries. Act as shift lead and ensure to monitor and guide team

What You'll Be Doing

• A Tier 1 Service Desk Analyst typically takes the initial inquiry and manages relatively simple application issues that includes user account management.
• A help desk analyst spends most of the day performing remote support. This can take several forms:
• Over-the-phone support
• Screen sharing or remote control
• Live chat support
• Email support

What We Are Looking For:

• Typically requires a 4 year degree and 1-2 years of experience or a 2 year degree and equivalent related experience
• Has no discretion to vary from established procedures
• Has no related work experience or has work experience but requires formal training in theories/concepts in own function
• Works under close supervision

Principal Accountabilities

• Service Desk Analyst provides project coordination, functional expertise, and contributes to improvements and enhancements for mission-critical, enterprise-wide information systems along with End customer support.

Job Complexity

• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
• Builds knowledge of the organization, processes, and customers
• Solves a range of straightforward problems
• Analyzes possible solutions using standard procedures
• Receives a moderate level of guidance and direction

Service Desk Analyst is responsible for / performs:

• User Support in troubleshooting both application and business process issues.
• Documenting business processes using standard business process and data flow diagrams.
• Using standard methodologies, analyze user operational procedures to develop functional systems requirements, and advise and instruct other staff responsible for such development.
• Coordinates and conducts user support and training.
• Identifies and documents application integration requirements.
• Identifies innovative solutions to business issues in technical development.
• Improves process flow and user documentation for Oracle Support and enhances user knowledge and competency.
• Other duties as assigned based on business needs: i.e., special projects, Enhancements etc.
• Prior knowledge of EBS Oracle ERP, Oracle SOA and SFDC is a plus
• Knowledge on Community Cloud, using Salesforce Data Tools and Flows is good to have
• Good to have ODI knowledge
• Has strong written and verbal communication skills