Job Description

KARL STORZ is currently looking for a Service Desk Support Analyst .  This role will act as the central point of contact for handling business partners’ technical support issues.  The Support Analyst will be responsible for responding to issues by gathering all necessary information and to provide resolution during the initial contact or forward the issue to the correct support team for resolution.  The primary focus is phone support and resolution of incidents and service requests submitted via Self Service, as well as solution documentation.  The Support Analyst will perform occasional deskside support.

This is an onsite role that is based at our Charlton, MA  office.

RESPONSIBILITIES:

• Provide excellent customer service by ensuring that support services are delivered to meet business partner needs and expectations.
• Adhere to and promote Service Desk policies and procedures. 
• Work with business partners to collect information pertaining to requests/incidents.  Log call tickets accurately and completely using the ticketing system.
• Resolve tickets as capable and where resolution is not possible assign ticket to the appropriate team.
• Perform desktop and laptop system setup for on-boards and refreshes.
• Perform data transfer and inventory management tasks for off-boards.
• Perform moves, adds and changes.
• Maintain accurate asset records.
• Establish strong working relationships and understanding between the Service Desk and other IT support teams.
• Notify users as requested by the resolving area and close call tickets when resolution is confirmed with IT support team.
• Provides support for meetings (audio/video).
• Maintain knowledge of Support procedures, business area processes, desktop applications and tools through established knowledge management tools.
• Develops and maintains an understanding of Service Level Agreements. Seeks opportunities to improve knowledge, skills and performance and is receptive to developmental feedback.
• Provides common structured communication to business partners, management and other IT team members as related to incident management.
• Work with project teams to ensure the smooth transition and rollout of new services and products to our business partners.
• Perform asset management tasks to ensure accurate inventory.
• Perform other duties as assigned

REQUIREMENTS:

• High School Diploma or equivalency.

• Two to three years in a Call Center Service Desk environment.
• One to two years of experience in an IT support role.
• Self-motivated team player.
• Good written, organization and interpersonal skills.
• A flexible approach to an ever-changing environment.
• Professional and courteous approach.
• Good organizational skills.
• Excellent communication skills including a good telephone manner.
• The ability to prioritize large volumes of work while maintaining a high quality of service and working to strict deadlines.
• The ability to use troubleshooting skills to resolve inquiries professionally and accurately.
• Working experience with Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call center, mobile devices and anti-virus/spyware.
• Working experience with desktop, laptop and thin client hardware.
• Working experience with peripherals such as printers and desk phones.
• Familiar with ITIL processes and framework.  ITIL v3 or 2011 certification a plus.
• Help Desk and/or Desktop Support technical certification a plus.
• Must be able to drive safely for business travel; travel may be required for training or to other KARL STORZ offices.
• Must be able to sit for long periods of time.
• Must be able to lift 50 lbs, and access constrained areas such as wiring closets and service provider demarcation points.

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