Service Center Analyst - in Dallas, TX

This is on-site shift work in a data center located in Dallas, TX. The following experience is mandatory: Work in a call center/service center on a help desk (1 year) Use of a ticketing system (preferably Remedy) Use of the Microsoft Office suite of applications Facilitation of conference calls Work in a data center (1 year) Directly work with clients Familiarity with the UNIX operating system Problem-solving skills with an emphasis on resolution of complex technical problems Demonstrated ability to quickly understand complex systems Work on many tasks simultaneously in a high-pressure environment Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills Ability to interact with individuals on all organizational levels Strong organization skills Desirable skills include the following: ITIL framework experience Understanding of IP network infrastructures Working knowledge of UNIX environments Working knowledge of Web technology (Sun Java One, Apache, etc.) The Service Center Analyst will take all incoming phone calls, log the information into a ticket management system, and own the incident to resolution. If applicable, the Service Center Analyst will forward the call to a technical support engineer. The individual will update the call/incident tickets and provide proactive notification. The analyst may interact with vendors and clients on needs, service levels, and products; and will be expected to follow established procedures. The analyst will coordinate activities with internal staff on incident and problem resolutions. The analyst will contribute to developing and maintaining team work, and be able to work independently with minimal supervision. The Service Center Analyst will support the change management process with investigation, authorization, coordination and scheduling of change requests. Additionally, the following duties are expected: Perform, coordinate, and facilitate incident resolution and engage support teams as required. Interact with the incident/problem management system to create incident documentation that includes information about the results of the root cause analysis/work around, approvals (who/when), and corrective action plans. Apply technical knowledge to resolve incidents and restore service to normal operational condition. Where applicable, escalate incidents for resolution, avoid reoccurrence or close incident. Identify the resources to whom the incident should be escalated. Convey appropriate urgency and importance to identified personnel. Facilitate communications with clients, team members, and suppliers to ensure the actions and changes that may affect them are known. Document commitments and action items. Interact with the incident/problem management system to implement, monitor, and close incidents. Interact with the incident/problem management system to update incident record (cancel or close) Interact with the change management system to investigate and modify change requests' schedules Conduct risk assessment of change requests To Apply to this job go to http://www.GadBall.com or click here