Service Center Analyst II

The Service Center Analyst II works independently and under moderate supervision, provides first level customer support. The position resolves hardware and software problems within established service level agreements. The position serves as an escalation point to level I analysts for more complex or time-consuming incidents. The position manages incidents and service requests through established incident and request fulfillment processes, and serves as security administrator for various systems. The position provides feedback as part of ongoing process improvement activities, works to automate manual processes, and leads small technical teams as necessary. The Service Center Analyst II trains level I analysts on new processes and technologies, and elevates complex problems to level III analysts in a professional fashion.

• Acts as a primary point of contact for incidents and service requests as reported from customers, and monitors systems and alerts.
• Helps ensure that documented and standardized methods and processes are developed and used for efficient and permanent resolution of problems identified by the Problem Management Process.
• Under minimal supervision, provides first and second level technical support.
• Assists in operational requirements of the IT Service Center.
• As directed, prepares required documentation and communicates in a professional manner.
• Suggests changes to existing processes and assists in the evaluation of new technology.
• Acts as the escalation resource to Service Center Analyst I.