IT Analyst

• Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted over phone or automated means.
• Provide audit trail of all problems and resolution (input, monitor, and action, close) through the use of required tools.
• Assume ownership of any IT problem from any internal client, and follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and well within the contractual agreements.
• Follow-up with clients and utilize case handling and closure policies to insure satisfaction both from users and employers.
• Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the field.
• Act as advocates for the internal clients to insure their needs and concerns are addressed.
• Follow established procedures for call referral, escalation and problem resolution.
• Work cooperatively with other team members to resolve problems to the satisfaction of the administrators.
• Recommend modifications to existing procedures or new procedures that will improve the overall operation of the Service Desk Team.
• Perform other duties and responsibilities as assigned.
• Additional Areas of Focus: 
• Working knowledge of Windows based operating systems and Applications.
• Demonstrated or have the ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision.
• Applies established solutions to solve known issues and assists in the development of solutions for new issues.
• Able to manage crisis situations effectively.
• Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction.

• Excellent written and Verbal Communication skills.
• Ability to communicate clearly and effectively with all levels of IT and Non IT staff via phone, email, and/or IM
• Absolute availability and adherence to work shifts as assigned on a 24/7 mode.

Face to Face Interview

STS International Inc. is a global Information Technology outsourcing company providing infrastructure management services, operations process services, software application development services, systems integration services, deployment services and sustaining services. STS provides the full lifecycle of IT services, from consulting, procurement of hardware and software, logistics management, installation and configuration, to operations and sustaining support services. With 20 years of IT experience, STS operates on 4 continents and employs highly skilled engineers and technicians who have earned thousands of industry certifications world-wide. As experts in information technology services, STS is highly automated and leverages our proprietary version of ITIL service management, including our custom-built Project ERP, to reduce costs, increase productivity and help our clients maximize value from their information technology investments.