ABACUS
Healthcare
Sr.Analyst,EnterpriseServiceDesk
“Sr. Analyst, Enterprise Service Desk at ABACUS. Skills: Enterprise Service Desk, Cloud environments, On-premise infrastructure, Telephony systems. Deliver excellent customer experience. Resolve escalated service tickets”
What You'll Achieve.
Continued customer satisfaction
Industry & Context.
Problem solving; Troubleshooting; Root cause analysis
After hours On Call rotation
What They're Looking For.
Must Have
3+ years of IT Support, Network + certification, Server + certification, Windows Server 70-410, Windows Server 98-365, 6 months experience at Abacus for on call
Nice to Have
MSP specific experience
What You'll Do.
Deliver excellent customer experience
Resolve escalated service tickets
Provide guidance for complex issues
Resolve complex issues
Troubleshoot client emergencies
Escalate to senior engineering
Assist clients with design
Assist clients with implementation
Assist clients with installation
Assist clients with configuration
Support desktop computers
Support mobile devices
Support peripheral equipment
Support telephony systems
Work with vendor representatives
Install Microsoft Windows Server
Upgrade Microsoft Windows Server
Perform virus mediation
Perform malware mediation
Perform ransomware mediation
Provide server room cable management
Maintain documentation
Resolve backup issues
Perform restore testing
Install virtual environments
Configure virtual environments
Support virtual environments
Harden security posture
Communicate incident progress
Notify clients of changes
Notify clients of outages
Perform on-site support
Perform emergency repairs
Perform scheduled maintenance
Diagnose technical systems
Troubleshoot technical systems
Repair technical systems
Debug technical systems
Troubleshoot software
Perform routine cleanup
Label network closets
Remove unneeded equipment
Maintain spare parts inventories
Record travel expense
Alter job requirements
Comply with safety requirements
Follow Abacus policies
Follow Abacus procedures
Follow field guidelines
Follow reporting requirements
Follow technical advisories
Lead teams on projects
Participate in project planning
Participate in solution delivery
Mentor team members on processes
Teach improved processes
Follow Abacus defined processes
Follow Abacus defined policies
Follow service delivery standards
How You'll Work.
Team & Collaboration
Mentor and coach team members; Work with vendor representatives; Coordinate with clients; Lead teams on projects; Mentoring team members; Teaching improved processes
Communication Scope
Verbal communication; Written communication; Client communication
Process & Methodology
Project planning
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