Associate Service Desk Analyst

Associate Service Desk Analyst

 

Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

 

Position Description 

 

-      The Associate Service Desk Analyst is responsible for working with internal and external engineering teams to rapidly resolve major and minor incidents. 

 

-      The Associate Service Desk Analyst ensures day-to-day service delivery problems are resolved and works on special projects as assigned.

 

Primary Responsibilities 

 

-      Administration – duties that tend to be standard protocol/scripted procedures used to document volume/issues and provide the most basic user service.

 

·         Ensures customer satisfaction by responding to calls to the Network Operations Center. Logs all customer questions and problems, and tracks them through resolution.

·         Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters.

·         Conduct assigned system maintenance 

·         Gathers metrics for regular reports and summaries.

 

-      Problem resolution- autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues.

 

·         Provides tier 1 support for all servers and systems in the production Pearson products, SaaS infrastructure (OS, UCS, VM, Storage, Cloud) and DB support.  

·         Works closely with tier 2 and 3 support teams to resolve events and complete projects

·         Assists Incident Management team during and after events to gather information and troubleshoot incident root cause.

·         Troubleshoots web site access and configuration issues

·         Troubleshoots all areas of web servers including accessibility, configuration, software and hardware

·         Manages and maintains application and systems monitors in the production SaaS environment.

·         Assists in developing scripts for automation tasks and process improvement

·         Supports and maintains third party applications

·         Assists in the implementation of new technical tools

·         Other duties as assigned.

 

Candidate Profile 

 

Key Technical Competencies

 

-      Excellent communications and team skills

-      Positive attitude in stressful situations

-      Focuses on customer satisfaction as critical goal; regularly seeks input and feedback.  

-      Can effectively manage given tasks and projects in a timely and efficient manner

-      Demonstrates follow-through until desired results are achieved.

-      General server hardware knowledge

-      Good understanding in Windows, Linux, networking, WAN and virtualization technologies

 

 

 

Apply Here: https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1618072