IT Service Desk Technician
5 days ago
Location: Detroit, MI (onsite)
Duration: 12+ Months
Role Type: W2 contract engagement
Pay Rate: $20-22/hour
*Part-time 20-25 hours/week
Role Summary
Service Desk Analyst (Level 1)
- Provide first-level contact and incident resolution for all users with all issues
- Uses advanced troubleshooting skills
- Review knowledgebase articles ensuring accuracy of content
- Provide accurate and timely logging of incidents and resolution
- Meet or exceed performance goals
- Escalate problems as appropriate following Service Desk procedures
Senior Service Desk Analyst
- Approve escalation requests via chat to ensure FCR metric goals are met
- VIP Call Handling
- Mentoring of new and developing agents
- Provide next level troubleshooting/guidance to team
- Deskside support/Concierge service
- Review knowledgebase articles ensuring accuracy of content
- Provide first-level contact and incident resolution for all users
- Provide accurate and timely logging of incidents and resolution
- Escalate problems as appropriate following Service Desk procedures
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