<p> </p> <p><img alt="" src="/logo/0000000233/260_PMO.JPG" style="height:300px; width:882px" /></p> <p><span style="font-family:verdana,geneva,sans-serif"><strong><span style="font-size:16px">Service Desk Analyst</span></strong></span></p> <p> </p> <p><span style="font-family:verdana,geneva,sans-serif">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.</span></p> <p> </p> <p><span style="font-family:verdana,geneva,sans-serif"><span style="font-size:12px"><strong>Position Purpose </strong></span></span></p> <p> </p> <ul> <li><span style="font-family:verdana,geneva,sans-serif"><span style="font-size:12px">The Service Desk Analyst is responsible for working with internal and external engineering teams to rapidly resolve major and minor incidents. </span></span></li> <li><span style="font-family:verdana,geneva,sans-serif"><span style="font-size:12px">The Service Desk Analyst ensures day-to-day service delivery problems are resolved and works on special projects as assigned.</span></span></li> </ul> <div> </div> <p><span style="font-family:verdana,geneva,sans-serif"><span style="font-size:14px"><strong>Responsibilites </strong></span></span></p> <p> </p> <ul> <li><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> <ul> <li><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></li> <li><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></li> <li><span style="font-family:verdana,geneva,sans-serif">Conduct assigned system maintenance </span></li> <li><span style="font-family:verdana,geneva,sans-serif">Gathers metrics for regular reports and summaries.</span></li> </ul> </li> </ul> <p> </p> <ul> <li><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> <ul> <li><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. Works closely with tier 2 and 3 support teams to resolve events and complete projects</span></li> <li><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></li> <li><span style="font-family:verdana,geneva,sans-serif">Troubleshoots web site access and configuration issues</span></li> <li><span style="font-family:verdana,geneva,sans-serif">Troubleshoots all areas of web servers including accessibility, configuration, software and hardware</span></li> <li><span style="font-family:verdana,geneva,sans-serif">Manages and maintains application and systems monitors in the production SaaS environment.</span></li> <li><span style="font-family:verdana,geneva,sans-serif">Assists in developing scripts for automation tasks and process improvement</span></li> <li><span style="font-family:verdana,geneva,sans-serif">Supports and maintains third party applications</span></li> <li><span style="font-family:verdana,geneva,sans-serif">Assists in the implementation of new technical tools</span></li> <li><span style="font-family:verdana,geneva,sans-serif">Other duties as assigned.</span></li> </ul> </li> </ul> <p> </p> <p><span style="font-family:verdana,geneva,sans-serif"><strong>Key Technical Competencies</strong></span></p> <p> </p> <ul> <li><span style="font-family:verdana,geneva,sans-serif">Excellent communications and team skills</span></li> <li><span style="font-family:verdana,geneva,sans-serif">Positive attitude in stressful situations</span></li> <li><span style="font-family:verdana,geneva,sans-serif">Focuses on customer satisfaction as critical goal; regularly seeks input and feedback. </span></li> <li><span style="font-family:verdana,geneva,sans-serif">Can effectively manage given tasks and projects in a timely and efficient manner</span></li> <li><span style="font-family:verdana,geneva,sans-serif">Demonstrates follow-through until desired results are achieved.</span></li> <li><span style="font-family:verdana,geneva,sans-serif">General server hardware knowledge</span></li> <li><span style="font-family:verdana,geneva,sans-serif"> Good understanding in Windows, Linux, networking, WAN and virtualization technologies</span></li> </ul> <p style="margin-left:67.5pt"> </p> <p><span style="font-family:verdana,geneva,sans-serif"><span style="font-size:14px"><strong>Qualifications </strong></span></span></p> <p> </p> <ul> <li><span style="font-family:verdana,geneva,sans-serif"> Bachelor’s degree in Computer Science, MIS, related field or equivalent</span></li> <li><span style="font-family:verdana,geneva,sans-serif"> Work experience of 2 to 3 years in information systems.</span></li> <li><span style="font-family:verdana,geneva,sans-serif"> Minimum of 1 to 2 years’ experience understanding and working with related functions.</span></li> <li><span style="font-family:verdana,geneva,sans-serif"> MCP+I (Microsoft Certified Professional + Internet) is plus </span></li> <li><span style="font-family:verdana,geneva,sans-serif"> MCSE (Microsoft Certified Systems Engineer) is plus</span></li> <li><span style="font-family:verdana,geneva,sans-serif"> RHCSA (Red Hat Certified Systems Administrator) is plus </span></li> </ul> <p> </p> <p> </p> <p><strong><span style="font-size:16px">Apply Here: https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1617668</span></strong></p> <div> </div>