Senior Service Desk Analyst
Posting ID: JP-002167790
SR Service Desk Technical Support Analyst
Shift: Saturday-Tuesday - Day Shift - 9am-8pm - (4) 10 hour shifts.
Our customer, MMC, is seeking candidates for the following position based in the Louisville office:
What can you expect?
In this role you will add value as an individual contributor within the Global Service Desk
You will support end users, diagnose, report, and resolve application problems
What is in it for you?
The opportunity to join company with a strong brand and strong results to match
Culture of internal mobility, collaboration and valued partnership with HR from the business
If hired as a permanent MMC employee: Competitive pay, full benefits package – starting day one (medical, dental, vision, STD/LTD, life insurance, generous 401k match AND automatic contribution
Generous Parental Leave and Tuition Reimbursement plan per year and participation in our Employee Stock Purchase Plan
Generous paid time off for vacation, sick, company holidays and time to give back to your community
Employee Resource Groups, which provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations
We will count on you to:
Provide Service Desk Support by; supporting users in diagnosing, reporting and resolving or correcting hardware/software problems.
Install, maintain and troubleshoot hardware/software according to company standards; reconfigure existing systems and/or perform system upgrades as required.
Log all issues with appropriate documentation as requested by Level II and III support teams.
Route calls to appropriate support teams as per described troubleshooting steps.
Monitor and escalate issues until resolution, closure or the appropriate group has accepted.
Operate in a specified role within Global Service Desk (Training, Knowledge Base, Deskside, Process, Ticket reviews, Team Leader cover).
Participate in projects as assigned.
What you need to have:
High School Diploma/GED
Strong communication skills both written and verbal
Strong customer service skills
Ability to work some weekends would be required
What makes you stand out:
3-5 years of customer service experience (help desk / support experience preferred)
Certifications in any of the following are a plus: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified
helpdesk, Support, Servicenow, Troubleshooting, O365, Phone support, Windows operating systems, Service management, Microsoft office, Itil, Exchange, Remote support, Password reset, Customer service, application support, Installation, outlook, windows, Win7, Windows 10, Office 365, Technical Support, service desk, Help Desk, Ticketing System, Trouble Shoot, Printers, web browser, Software Installation, Maintenance Repair, Hardware, active directory, salesforce, VPN, jabber
Top Skills Details:
helpdesk,Support,Servicenow,Troubleshooting,O365,Phone support, Windows operating systems, Service management ,Microsoft office, Itil, Exchange, Remote support, Password reset, Customer service, application support, Installation, outlook
Additional Skills & Qualifications:
Must have experience with high call volumes and able to solve issues quickly and efficiently.
Courteous, Customer Service focused, Skilled in problem resolution.
People-person, team player with an ability to work independently (self-motivated).
Must be willing to work weekend hours.
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.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Recruiter: Jean Chambers
Phone: (410) 579-3072