Service Desk Analyst/Support Tier II
2 weeks ago
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
- Minimum 2 years' experience supporting a decentralized user base in a virtual support environment
- Minimum 2 years' experience with knowledge management methodologies and toolsets
- 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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