Service Desk Analyst

Description:

A Service Desk Specialist receives problems and inquiries via telephone and system monitoring tools regarding data communication, network, PC, and mainframe hardware problems. Logs all problems, performs initial troubleshooting, and forwards them to the appropriate individual or department. Monitors networks and provides for prompt problem correction to ensure maximum uptime for all network users. Resolves routine problems, referring more difficult problems to more experienced technicians while documenting all steps taken on problem management system.

??? Provides first line of support and problem resolution for reported problems with systems/applications. Analyzes simple to moderate issues. Understands and meets expectations for all calls including opening, problem solving, customer service skills, and call closing. Meets established call statistics.

??? Record all calls in the ticketing system. Understands and follows ticket quality guidelines.

??? Actively participates in projects when assigned.

??? Expected to contribute to the knowledge base if there are no knowledge documents in place. This would include providing documents for self service for the end user to utilize.

??? Document all reported problems, troubleshooting steps, and any other relevant information according to established ITIL processes and procedures.

??? Escalate and manage efforts with technical support partners across organization for resolution and confirm availability with customer once a solution has been implemented.

??? Work within all guidelines set up for the Service Desk and Service Level Agreements. Meet established metrics as defined in Performance Guidelines.

??? Contribute to continual process improvement activities by identifying training opportunities for staff, improvement opportunities with the process and modifications for the tools used

Skills:

vpn, active directory, win 7/10, service now

Top Skills Details:

vpn, active directory, win 7/10, service now

Additional Skills & Qualifications:

- Great Customer Service

- Willingness to jump in and help

- Go getter that isn't afraid to ask questions.

Experience Level:

Expert Level

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.

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.