Service Desk Analyst Level 2

THE POSITION

We’re hiring a self-motivated Service Desk Analyst - L2 with experience working in a Service Desk environment. The successful candidate will be well organized, metrics-driven, able to work in various environments with non-technical and technical profiles.

You will work as a part of a team responsible for analysis and resolution of customer requests, including software queries, data correction, bug replication and root cause analysis of recurring data issues.

KEY RESPONSIBILITIES

• Resolution of data issues
• You will be responsible for:
• Work with Development Teams to ensure tickets are resolved in a timely manner and customers are updated on our analysis and resolution progress.
• Assisting Level 1 Analysts with troubleshooting
• Creation of knowledge base articles
• Ticket and workload management using our online ticketing tool.
• Work with internal and external resources to identify and troubleshoot root causes for recurring service desk tickets.
• Business to business support of Wynne Systems products

KEY SKILLS AND COMPETENCIES

• Ability to relate complex models and ideas in clear, plain-spoken English.
• Demonstrate effective and analytical skills.
• 1-3 years of experience with Wynne Systems products
• Tenacious, Get-Things-Done Attitude... But must work well with others!1-3 years of previous Service Desk experience.
• Demonstrate ability to coordinate cross-functional work teams toward task completion.
• Excellent written and verbal communication skills.