Service Desk Analyst/Support Tier II

2 weeks ago


Miami, United States The Judge Group Inc. Full time
Location: REMOTE
Salary: $25.00 USD Hourly - $29.00 USD Hourly
Description: Our client is currently seeking a Service Desk Analyst/Support Tier II
Overview: The Service Desk Analyst II provides frontline support and incident diagnosis for our applications, endpoints, and infrastructure. You will act as a single point of contact for our end users, triaging and documenting inbound interactions, and manage ticket routing and incident resolution with other IT resources.

  • This is a new position being opened to provide additional support for Enterprise Asset Management - this person will be supporting the tablets used by our Mechanics
  • This will be a night shift for 3 months before reevaluating needs and possibly moving to a day shift at that point. Training will be a Day Shift for first 30 Days.
  • Central Time is preferred, but candidates can be Remote anywhere in the US.

This job will have the following responsibilities:
  • Respond to incoming interactions initiated through standard support channels
  • Identify and triage reported incidents and fulfill service requests
  • Use the IT Service Management toolset to accurately document all incoming interactions and resolutions
  • Research support issues when resolutions are not readily attainable through available resources
  • Work to consistently improve call handling, documentation quality, overall user experience, and resolution process
  • Facilitate support intake that arrives through asynchronous channels
  • Train onboarding team members to properly handle some of their day-to-day responsibilities
  • Contribute to the department's continual improvement and knowledge management initiatives
Qualifications & Requirements:
  • Minimum 2 years' experience supporting a decentralized user base in a virtual support environment
  • Minimum 2 years' experience with knowledge management methodologies and toolsets
Preferred Qualifications:
  • Basic understanding of ITSM frameworks in relation to service delivery
  • ServiceNow ticketing system
  • Mobile device support experience is helpful
  • Foundational level certification in support center effectiveness
  • Ability to communicate technical information to non-technical users
  • Excellent listening, interpersonal, written, and oral communication skills
  • Strong customer service orientation

Contact: rhartmann@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.comPandoLogic. Category: , Keywords: Help Desk Analyst

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