Service Desk Analyst

Description:

TEKsystems' client is looking for a Service Desk Technicians on a 6 month contract to hire. This position is located within the Technical Support Group and will perform the technical duties required for information systems support. For this group to ensure timely resolution of all customer problems and requests as they are reported, this is a 24/7 environment with multiple shift coverage. This is a true Help Desk Support position.

Typical Duties Include:

*Research, resolve and respond to questions received via telephone calls, emails, voicemails, and callback.

*Creates problem/request tickets within Technical Support Service Center software ensuring that problems and requests are comprehensively described and assigned to the appropriate resource for prompt resolution or fulfillment.

*Ensure timely escalation of problems that exceed resolution targets.

*Notifies appropriate personnel on critical incidents.

*Development and maintenance of process and procedural documentation.

*Disseminates information regarding current critical incidents, changes to procedures, and lessons learned to other members of the Technical Support Center team.

*Attends meetings, workshops and training classes as needed.

Preferred Knowledge/Skills/Abilities:

*Experience in processing forms and other types of information in accordance with established procedures, guidelines and regulations

*Knowledge of IT Service Management best practice framework and standards (i.e. ITIL, ISO, 2000, etc.)

*Knowledge of personal computers, network and voice communications

*Ability to learn new applications quickly

*Ability to communicate customer needs/problems/issues in concise manner to technicians and programming staff.

*Excellent analytical and problem-solving skills

*Excellent written and verbal communications skills

*Excellent customer service skills

*Excellent typing and phone skills

Skills:

Help desk, Support, Help desk support, Troubleshooting, Customer service, Active directory, Service desk, Windows 10, Technical support, Phone support, Hardware

Top Skills Details:

Help desk,Support,Help desk support,Troubleshooting,Customer service,Active directory

Additional Skills & Qualifications:

Minimum Qualifications:

* Professional experience in an enterprise level environment. (1+ years)

*High school diploma and one year of experience working in an Information Technology Customer Support Center setting possessing strong computer skills in Microsoft Office Applications (i.e. Outlook Word, Excel, PowerPoint, etc.)

*Valid "Class D" Driver's license

Experience Level:

Intermediate Level

o  Eligibility

requirements apply to some benefits and may depend on your job classification

and length of employment. Benefits are subject to change and may be subject to

specific elections, plan, or program terms.  If eligible, the benefits

available for this temporary role may include the following: 

§  Medical,

dental & vision 

§  Critical

Illness, Accident, and Hospital 

§  401(k)

Retirement Plan – Pre-tax and Roth post-tax contributions available 

§  Life

Insurance (Voluntary Life & AD&D for the employee and dependents) 

§  Short

and long-term disability 

§  Health

Spending Account (HSA) 

§  Transportation

benefits 

§  Employee

Assistance Program 

§  Time

Off/Leave (PTO, Vacation or Sick Leave)