This site uses cookies. To find out more, see our Cookies Policy

Service Desk Analyst Tier 2 in Norfolk, VA at PRA Group

Date Posted: 9/18/2018

Job Snapshot

Job Description

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary: 

The Service Desk Analyst - Tier 2 (SDA II) will provide telephone/live technical support to end users utilizing Windows 7 clients in a Windows networked environment.

The SDA II will be responsible for providing technical support on software and hardware Incidents offered via telephone call to the Service Desk line and through Incidents submitted to the Service Desk portal.

The SDA II will handle escalated Incidents from Tier I Analysts (SDA), and will thoroughly investigate assigned Incidents toward resolution; or for vertical escalation to SMEs (Subject Matter Experts) and Senior Analysts; or for horizontal escalation to other IT departments.

The SDA II will help provide quality assurance for the timely and successful resolution of technical support Incidents by following up with end users and soliciting feedback.
Key Responsibilities (other duties may be assigned):

  • Answers the Service Desk line in a courteous, friendly, and helpful manner in accordance with management standards; verifies proper queue coverage before leaving their phone; and answers company mobile in accordance with IT standards
  • Addresses, documents, and works Incidents assigned to Service Desk Team or Self in the Service Desk Management application
  • Ensures Work Stoppage and VIP Incidents are properly submitted into the Service Desk Management application
  • Submits a Service Desk report to Supervisors at the end of each week
  • Escalates Incidents in a proper manner, including Critical Incident Management
  • Uses any free time not needed to fulfill the above duties to do self-training to develop knowledge and skills and serve as a Mentor to Peers in areas of expertise (Subject Matter Expert)
  • Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility

Professional Experience/Qualifications:


Associate’s Degree in IT or related field required


The applicant must have past experience working and troubleshooting Microsoft Office suites, Microsoft Outlook for email, and Microsoft Windows 7. Relevant experience must include:

  • Working with Active Directory Users and Computers in an Enterprise environment
  • Good understanding of Network structure
  • Working with remote domain users and Virtual Private Networking
  • Experience troubleshooting and replacing PC hardware in an large office or enterprise environment
Successful candidates will demonstrate effective communication, time-management, and interpersonal skills.

Work Environment:
The noise level in the work environment is usually moderate as the employee works in an office environment, in an individual work station, using telephone and computer.  Employee is required to work evenings and weekends as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.