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Service Desk Analyst



Posting ID: 7308622

Full time
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Service Desk
* 1 year of troubleshooting Office 365
* 1 year of direct customer service experience
* 1 year of support experience, troubleshooting hardware and software problems
* 1 year of professional experience with current Windows OS, Mac OS and hardware, the Microsoft Office suite as well as enterprise email and communication tools
* Proficiency in the Microsoft Office suite
* Knowledge of basic computer hardware

The Service Desk agent will be taking incoming calls from all end users. They will need to have a technical mindset and excellent communication skills. The majority of calls will be around Office 365 and troubleshooting their email. This person will also need to have some Android/iOs support as the majority of end users are working remote. It is 80% a Windows 10 environment but 20% MAC. They currently use Sharewell as their ticketing system and Bombgar as their remote tool. They will take approximately 30-40 calls per day.
* Field incoming help requests from end users via phone and work orders, and perform post-resolution follow-ups
* Document all pertinent end-user identification information
* Prioritize and schedule problems and escalate when necessary to the appropriately experienced technician
* Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution
* Apply diagnostic utilities to aid in troubleshooting
* Identify and learn appropriate software and hardware used and supported by the organization
* Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups and configuring systems and applications
* Test fixes to ensure the problem has been adequately resolved
* Develop help sheets and knowledge base articles for end users
* Assist in technology equipment physical inventory audits
* Participate in a weekly rotation performing weekend and evening support

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

Contact Information

Recruiter: Kerry Fitzpatrick

Phone: (248) 728-1778


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