Service Desk Analyst

3 weeks ago


Cincinnati, United States Encore Talent Solutions Full time

Encore Talent is currently searching for 2 Service Desk Analysts to help with phone support for a Workday go-live for an end client requirement.


  • Must be onsite M-F, 8-5
  • 4-week contract role - 1 week of training and 3 weeks for support.
  • Pay is $22 - $24 / hr


Top 3 Skills to Have

  • Customer service
  • Phone skills
  • Basic technical skills, such as Cleaning cache, etc.


  • Description:

Responsible for providing front line support for customers by adhering and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general compute.

Responsibilities:

  • Provide best in class customer experience to our customers
  • Document all customer contacts into various ITSM tools
  • Troubleshoot, diagnose and resolve applications, general compute issues using knowledge base or support tools
  • Ill provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management
  • As technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups
  • Collaborate with service desk co-workers through inclusion
  • Be present and participate in ongoing training for service operations
  • Work on projects and/task assigned by leadership



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