Service Desk Analyst Level 1
Posting ID: JP-002663823
The Service Desk is the central point of contact for employees and customers. While providing the highest level of customer service, the Service Desk Analyst I answers incoming calls, tracks all information in a call tracking system, uses a knowledge management tool along with their expertise to resolve level 1 incidents in a timely fashion. The Service Desk Analyst I escalates unresolved incidents and service requests to the proper level 2 and 3 support teams. Troubleshoots basic end-user issues on various platforms, to include software, hardware, network and telecommunications systems, as well as, provides basic desktop support. Essential Duties and Responsibilities: • Troubleshoot and resolve tickets within SLAs related to operations and end-user requests • Comply with standard processes and procedures documentation • Strong customer service focus to successfully interact with end-users and peer teams • Interact closely with customers to understand their needs and / or requirements • Ability to coordinate with geographically dispersed teams to achieve results • Consistently seeks to develop self and skills needed to be prepared for future opportunities • Contact support teams as necessary to assist with incident resolution regarding system outages • Follow up on unresolved ticket status on behalf of the customer • Resolve password / account access related calls • Receive, log and manage several calls each day from internal and external customers via telephone and or web based ticketing system • Troubleshoot IT related incidents, related but not limited to, software, network, laptops/desktops and printers • Escalate unresolved calls to various support teams • Ability to support 24x7x365 on-call rotation as needed Minimum Skills and Competencies: • High degree of initiative, mature judgment, and discretion • Must perform well in high-energy, dynamic and team-oriented environments • Ability to work in a team environment • Solid written and verbal communication skills • Experience working with an enterprise ticketing system • Self-motivated achiever who gains satisfaction from providing excellent customer service • Strong knowledge of Microsoft based operating systems Desired Skills: • Bachelor’s Degree in an IT related discipline, or the equivalent combination of education, professional training, and / or work experience • 1+ years of experience in an IT support environment • ITIL Service Management experience preferable but not essential • Active Directory knowledge a plus • CompTIA IT Certifications a plus
Helpdesk, Heat, Windows, VPN, Help desk support, Password Resets
Top Skills Details:
Helpdesk,Heat,Windows,VPN,Help desk support,Password Resets
Additional Skills & Qualifications:
Strong documentation skills. Ability to work with a team in multiple different locations. Strong communication skills.
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