Help Desk Support in Denver, CO at DISYS

Date Posted: 6/5/2018

Job Snapshot

Job Description

Shift - 11pm-10am 4,3,3,4 

A Monitoring and Response Analyst uses excellent troubleshooting and decision making skills to monitor the platform for issues and address or route them as required, while supporting internal and external clients by meeting current needs that cannot be achieved through current processes or toolsets.


The Mission

A successful M&R Analyst strives to:

  • Ensure successful and responsive operation of the platform by actively monitoring all aspects for abnormalities and failures
  • Resolve urgent matters in as time efficient and client responsive a manner as possible
  • Correctly answer, address, or route inquiries as soon as the answer is found or escalation is required
  • Act as an escalation point and firewall for the Development and Infrastructure realms for all inquiries
  • Reuse, repurpose, or create custom solutions to unique client requests as they arise
  • Keep documentation current and relevant through weekly updates and when a deficiency is found.

The Outcomes

  • Follow minimum level of service guidelines on every request.
  • Respond to urgent issues quickly and professionally within 10 minutes while on shift and 1 hour while off shift.
  • Route any issue that can’t be done within the team to the appropriate escalation point within 10 minutes of finding escalation is needed.
  • Handle competing deadlines and projects so that all projects are completed on time.
  • Monitoring communications channels provided for questions from colleagues and responding when you have knowledge or answers, or helping colleagues find the appropriate resource.
  • Work with others that have complementary skills sets and learn or teach a new process or technique weekly.
  • Generate and file a shift report at the end of each shift, outlining the work and training performed during the shift.

The Competencies

  • Calm under pressure - Urgent issues are the most critical task we face. Handling them calmly and quickly is the backbone of this role.
  • Teamwork - Work with people to gather information and address both urgent and day-to-day issues efficiently and politely
  • Communication - Understanding information conveyed by others and ensuring they can understand what you are telling them.
  • Intelligence – The position requires interacting with several interrelated systems on a daily basis, with their own language and syntax.
  • Curiosity and tenacity - Finding areas that are not sufficiently monitored and expanding efforts in that area.
  • Organization and Planning – Can adjust for new and altered priorities on projects.
  • Attention to Detail - Many issues only reveal the solution if you look closely enough.

Job Requirements

Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.