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Service Desk Analyst

2 months ago

Boston, United States Apex Systems Full time

Job Title: Service Desk Analyst

Location: Charlestown, MA

Duration: 3+ month contract


Position Description:

Our ideal candidate will have excellent customer service and communication skills, both written and verbal. You’ll need to have some prior technical training and/or IT support experience. The ability to multi-task is paramount; you’ll be the first to answer any incoming customer calls. You should be able to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player.


Responsibilities:

  • Act as the first point of contact for customer intake, asking all the correct questions to determine the real issue at hand.
  • Create incidents for incoming customer issues in ServiceNow.
  • Assist customers with pre-documented entry-level tasks, such as password resets, lockouts, and other quick fixes.
  • Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes.


Required Skills:

  • Associate degree or equivalent entry-level IT experience preferred.
  • Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization.
  • Excellent listening, verbal, and written communication skills.
  • Ability to work independently to prioritize your efforts and manage your time effectively.
  • Exceptional customer service and de-escalation skills.
  • Work experience in a customer service or call center role is a plus.
  • Experience with Office 365.
  • Experience doing password resets via Active Directory.


Additional Benefits:

For this opportunity, you will also be eligible for benefits through Apex for the contract period, including 401K, medical/health benefits options, a W2 hourly rate, weekly pay, and direct deposit.