Service Desk Analyst

 

Service Desk Analyst

 

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

 

Position Purpose 

 

• The Service Desk Analyst is responsible for working with internal and external engineering teams to rapidly resolve major and minor incidents. 
• The Service Desk Analyst ensures day-to-day service delivery problems are resolved and works on special projects as assigned.

Responsibilites 

 

• 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.

 

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

 

Qualifications 

 

•    Bachelor’s degree in Computer Science, MIS, related field or equivalent
•    Work experience of 2 to 3 years in information systems.
•    Minimum of 1 to 2 years’ experience understanding and working with related functions.
•    MCP+I (Microsoft Certified Professional + Internet) is plus 
•    MCSE (Microsoft Certified Systems Engineer) is plus
•    RHCSA (Red Hat Certified Systems Administrator) is plus 

 

 

Apply Here: https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1617668