Service Desk Analyst

Description

The Service Desk Analyst delivers L1 technical support for primary incident resolution or escalation to L2 support teams as needed. Responsibilities include initial documentation, troubleshooting, research, and resolution of incoming incidents and requests concerning the use of supported software and hardware. Service Desk Analysts are provided with a suite of support tools and an active knowledge base to assist in troubleshooting efforts. The primary method of contact is phone, chat and self-service tickets.

EXECUTION AND OPERATIONAL EXCELLENCE:

- Respond to all phone calls in a timely manner and follow proper handling guidelines.

- Handle chats & self-service tickets in a timely manner and ensure all information is gathered prior to resolving and/or routing to other teams for processing.

- Strive to meet all KPIs for average speed of answer, handle times, ticket logging and first call resolution.

- Log 100% of contacts into the ServiceNow ticketing system to include description of issue, troubleshooting performed, resolution and/or purpose for escalation. Properly categorize incidents and select the appropriate severity based on impact and urgency.

- Follow knowledge articles to ensure the required troubleshooting, information gathered and escalations are handled accurately.

- Report when knowledge is out of date, incorrect or missing.

- Handle all contacts in alignment with department quality assurance guidelines.

- Maintain adherence to scheduled shift start time, break and lunch.

- Assist in ensuring processes stay up to date by reporting on gaps to leadership.

- Maintain open communication and work to build strong relationships inside and outside the department.

- Perform own job responsibilities with commitment to quality and customer satisfaction - doing what's right, for the team, for the enterprise.

- Identify and Report security risks in accordance to compliance.

Skills

Helpdesk, Microsoft Office, Mobile device, Outlook, Windows 7, Remote Access, Active directory, Windows 10, Office 365, Troubleshooting, vpn, servicenow, Windows, Windows 7

Top Skills Details

Helpdesk, Microsoft Office, Mobile device, Outlook, Windows 7, Remote Access,Active directory,Windows 10,Office 365,Troubleshooting

Additional Skills & Qualifications

Required Experience

- Have used or are familiar with a service desk ticketing system or similar.

- 2-3 years customer service experience or customer facing role.

- 1 year technical support experience, preferably via the phone

- Able to demonstrate strong verbal and written communication

- Ability to multitask and prioritize in a fast paced environment

- Familiar with using and supporting MSOffice applications; inclusive of Outlook; preferably in a large enterprise environment.

Desired Skills

- ITIL Foundations certification or prior experience working in an ITIL environment.

- Have worked with a Chat tool supporting end users or similar.

- VPN Software Technologies (i.e. Microsoft VPN Client, Pulse Secure)

- Worked in the financial industry in some capacity.

Additional Information

• Client is willing to look at candidates who have less formal IT Phone Support experience if they have CompTIA Certifications (A+, IT Fundamentals, etc.).

• Military experience is a plus.

• Critical thinking ability is needed.

• Client’s Helpdesk focuses on quality End User interactions and does not have strict Service Levels.

• Contract is 6+ months with option to hire.

• 2 weeks of on-site Training (7:00am – 3:30pm Monday through Friday) initially.

• Client’s Helpdesk runs from 6:00am – 6:00pm Monday through Friday. Ideally, candidates would be flexible in regard to shift. Individuals would initially work 8:30am – 5:00pm or 9:30am – 6:00pm Monday through Friday shift.

• Candidates must be willing to work on-site 5 days/week.

Experience Level

Intermediate Level