Service Desk Analyst I

Service Desk Analyst I 

The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service request.

All staff authorized to work within the Acuative Managed Platform for Government (AMPG-G) or Acuative Managed Platform for Defense (AMP-D) environments must adhere to the following these requirements:

Minimum of 1-2 years experience

Acknowledge and sign off on any AMP-G or AMP-D related Access Agreements and Rules of Behavior documents

Review and adhere to the relevant AMP-G / AMP-D Policies and Procedures

Complete all mandatory Information Security & Compliance training

Protect against and report any suspicious or abnormal activity affecting the AMP-G or AMP-D environments

Functions

• First Level support for any information technology issue and problem following set processes and procedures
• Provide assistance by phone, email and/or using a ticketing management system
• Respond to alerts in a monitoring or management tool
• Incident que management
• Documentation for updates on internal knowledge base resolution and details
• End user password updates
• Manage critical incidents, escalations, and determine incident scope and impact
• Ticket follow up on tickets at pre-defined intervals until resolved
• Maintain status reports
• Liaison between customer and technical teams

Applicants should have

• Associates Degree or equivalent work experience 
• Knowledge of WAN/LAN environments
• Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.
• Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting 
• Ability Understanding of ITIL to thoroughly understand business processes and discern system issues from process issues
• Understanding of ITIL Processes
• Understandings of ITIL procedure
• Customer focused
• Ability to multitask

About Acuative

For more than 35 years, Acuative has been providing an innovative approach unique to the communications marketplace. The Acuative team provides the entire end-to-end solution from network design to installation and management. Acuative can provide single-source solutions to help build, monitor, manage and support networks.

Acuative's Security Operations Center (SOC) works to protect against cyberattacks. Staffed by cybersecurity experts, security analysts and engineers who are trained to detect, analyze and respond to cybersecurity incidents and threats, and prevent such instances from happening. SOC staff work with programs and analytical tools that make it possible to stay on top of the latest security threats in the online world.

Acuative PMI-certified project managers coordinate directly with all Acuative teams involved in supporting your project - field service teams, technical support teams, outside vendors, and other internal departments, from the initial order process through the successful test and verification of the service. Eliminating information silos and fostering collaboration, the project manager makes the all the connections necessary to streamline the implementation while keeping you apprised through every phase of the project: planning, initiation, monitoring, execution, and closing.

Acuative's Field Service Technicians are the foundation of our service business. They are the face of our company to our customers and we take that very seriously. Acuative Field Service Technicians are employees of the company. This allows a superior level of control over the qualities of our people, including their experience, tools, training, and an overall corporate culture that is committed to providing superior service, each and every day.

Our skilled staff, proactive monitoring, and management system coupled with cutting-edge technology help reduce network complexity and gain optimal performance for any business in a single or multivendor environment. Whether it's helping an organization develop a compelling business case with financial due diligence or ensuring the new WAN design is fit for use, Acuative's WAN architecture and engineering experts are there to help with robust and scalable designs.

We handle the end-to-end process of identifying, evaluating and selecting the best-in-class WAN solutions, including Software Defined Wide Area Networking, SD-WAN, and Distributed Network Functionality Virtualization (D- NFV), based on organizational requirements. We implement, monitor and manage to ensure continuous optimization of organizational networks.

We hope you consider joining your talent with our team.