• Service Desk Analyst

    Location US-PA-Berwyn
    Posted Date 1 month ago(10/19/2018 2:05 PM)
    Requisition Number
    16081
    # of Positions Remaining
    1
    Position Type
    Full time
    Experience (Years)
    2
    Category
    Information Technology - All
    Security Clearance Required?
    Unspecified
    Shift
    1
    Relocation
    No
  • Overview

    Triumph Group designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, Triumph is committed to quality, service and meeting the specialized needs of each customer.

     

    Triumph participates at all levels of the aerospace supply chain – from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft – from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage.


     

    Responsibilities

    The Service Desk Analyst will provide first and second line technical support to Triumph employees.  The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

     

    • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries by receiving, logging and managing calls via telephone and email
    • Perform 1st and 2nd line support - troubleshooting of IT related problems from in-house software Laptops, PCs, Printers, Local Servers, Phones and VPN
    • Perform Desktop imaging/reimaging of Laptops/PCs through SCCM/PXE Boot
    • Setup and configure Desk and Mobile phones. Perform procurement of new phones.
    • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. Manage access to data shares. Patching of Windows 7 servers.
    • Monitor local backup status
    • Perform Hardware recycling of old or returned equipment and hard drive data wiping and destruction per Data Destruction policy
    • Manage application access to Corporate financial systems
    • Provide support for Executive meetings, video/audio conferencing and presentations
    • Provide basic in-house training in MS Office 365 applications used within the Association (Word, Excel, Outlook, PowerPoint)
    • Draft and publish knowledge-base articles to assist staff and customers with requests for information & provide training if required
    • Log all calls and support requests in the Service Desk Call Logging system
    • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
    • Maintain a high degree of customer service for all support queries and adhere to all service management principles
    • Escalate unresolved issues to the appropriate support team
    • Advise management of critical customer support issues or dissatisfaction.
    • Required to provide weekend on-call support as part of a 5-6 week rotation. 

    #LI-KD1

    #GDOOR

    Qualifications

    • ITIL vs 3 certification is desirable
    • Excellent communication skills and telephone manner
    • Excellent organizational skills
    • 2 years previous IT Service Desk and/or Desktop Support experience required
    • Incident Management experience – Managing incidents including business expectations and communication
    • Basic User & Security Group Active Directory administration
    • Strong knowledge of Microsoft based operating systems and Office applications.
    • Basic knowledge and experience troubleshooting network connectivity
    • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

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