<p><span style="font-size:12px"><img alt="" src="/logo/0000000233/260_PMO.JPG" style="height:300px; width:882px" /></span></p> <p><span style="font-size:12px"><span style="font-size:16px"><strong>Associate Service Desk Analyst</strong></span></span></p> <p> </p> <p><em>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.</em></p> <p> </p> <p><span style="font-family:verdana,geneva,sans-serif"><span style="font-size:14px"><strong>Position Description </strong></span></span></p> <p> </p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- The Associate Service Desk Analyst is responsible for working with internal and external engineering teams to rapidly resolve major and minor incidents. </span></span></p> <p> </p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- The Associate Service Desk Analyst ensures day-to-day service delivery problems are resolved and works on special projects as assigned.</span></span></p> <p> </p> <p><span style="font-size:14px"><span style="font-family:verdana,geneva,sans-serif"><strong>Primary Responsibilities </strong></span></span></p> <p> </p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- Administration – duties that tend to be standard protocol/scripted procedures used to document volume/issues and provide the most basic user service.</span></span></p> <p> </p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Ensures customer satisfaction by responding to calls to the Network Operations Center. Logs all customer questions and problems, and tracks them through resolution.</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters.</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Conduct assigned system maintenance </span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Gathers metrics for regular reports and summaries.</span></span></p> <p> </p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- Problem resolution- autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues.</span></span></p> <p style="margin-left:-0.5in"> </p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Provides tier 1 support for all servers and systems in the production Pearson products, SaaS infrastructure (OS, UCS, VM, Storage, Cloud) and DB support. </span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Works closely with tier 2 and 3 support teams to resolve events and complete projects</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Assists Incident Management team during and after events to gather information and troubleshoot incident root cause.</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Troubleshoots web site access and configuration issues</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Troubleshoots all areas of web servers including accessibility, configuration, software and hardware</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Manages and maintains application and systems monitors in the production SaaS environment.</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Assists in developing scripts for automation tasks and process improvement</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Supports and maintains third party applications</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Assists in the implementation of new technical tools</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">· Other duties as assigned.</span></span></p> <p> </p> <p><span style="font-size:14px"><span style="font-family:verdana,geneva,sans-serif"><strong>Candidate Profile </strong></span></span></p> <p> </p> <p><span style="font-family:verdana,geneva,sans-serif"><span style="font-size:14px"><strong>Key Technical Competencies</strong></span></span></p> <p> </p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- Excellent communications and team skills</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- Positive attitude in stressful situations</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- Focuses on customer satisfaction as critical goal; regularly seeks input and feedback. </span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- Can effectively manage given tasks and projects in a timely and efficient manner</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- Demonstrates follow-through until desired results are achieved.</span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">- General server hardware knowledge</span></span></p> <p><span style="font-family:verdana,geneva,sans-serif"><span style="font-size:12px">- Good understanding in Windows, Linux, networking, WAN and virtualization technologies</span></span></p> <p> </p> <p style="margin-left:80px"> </p> <blockquote> <p> </p> <p><span style="font-family:verdana,geneva,sans-serif"><span style="font-size:16px"><strong>Apply Here: https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1618072</strong></span></span></p> </blockquote>