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Service Desk Analyst
4 months ago
SERVICE DESK ANALYST
POSITION SUMMARY
- Overnight Shift (5pm - 2am) - Completely remote
- 3 month contract to start (June 2024- Sept 2024) could be extended if there is demand.
- 3 person team - needs to be self start there will not be much supervision on this shfit.
- Candidates with experience on mobile devices or peripherals are preferred.
- Leadership experience preferred.
- Service Now experience preferred
POSITION SUMMARY:
The Service Desk Analyst II provides frontline support and incident diagnosis for clients 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.
You will also function as a trainer for newly on-boarded team members and will help in managing the content of the department’s knowledge base.
PROJECT INFORMATION:
This is a net new position being opened to provide additional support for Enterprise Asset Management
PRINCIPAL 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 QUALIFICATIONS:
• 2 years’ experience supporting a decentralized user base in a virtual support environment
• 2 years’ experience with knowledge management methodologies and toolsets
PREFERRED QUALIFICATIONS:
• Basic understanding of ITSM frameworks in relation to service delivery
• 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
Company DescriptionWho We Are
GTN is the leader in technical staffing, leveraging innovation to drive next-generation recruiting to Fortune 2000 companies.
What We Do
We provide Scalable Technical Staffing solutions encompassing SOW, staff augmentation, and direct hire placement for Fortune 2000 companies, with niche service offerings in Cyber Security, Digital, Field Services, and Professional Services. Our recruiting teams are specialized, certified, and have endured rigorous technical boot camps and ongoing required educational courses and meetups.
What Proof We Have
We have experience in scalable IT Staffing since the year 2000. Our IT experts have helped Fortune 2000 corporations embrace the cybersecurity and digital space, with many of our experts remaining on contract with clients for 8+ years. Our staffing experts have been engaged to speak at cybersecurity conferences, and our teams are certified and specialize in divisions focused around cyber, digital, field, and professional services.
Why People Want It
Our values encompass Innovation, Integrity, Strategy, and Speed. Every member of our team is certified and specialized. We are committed to leveraging high-tech to deliver high-touch service.Company DescriptionWho We Are\r
GTN is the leader in technical staffing, leveraging innovation to drive next-generation recruiting to Fortune 2000 companies.\r
\r
What We Do\r
We provide Scalable Technical Staffing solutions encompassing SOW, staff augmentation, and direct hire placement for Fortune 2000 companies, with niche service offerings in Cyber Security, Digital, Field Services, and Professional Services. Our recruiting teams are specialized, certified, and have endured rigorous technical boot camps and ongoing required educational courses and meetups.\r
\r
What Proof We Have\r
We have experience in scalable IT Staffing since the year 2000. Our IT experts have helped Fortune 2000 corporations embrace the cybersecurity and digital space, with many of our experts remaining on contract with clients for 8+ years. Our staffing experts have been engaged to speak at cybersecurity conferences, and our teams are certified and specialize in divisions focused around cyber, digital, field, and professional services.\r
\r
Why People Want It\r
Our values encompass Innovation, Integrity, Strategy, and Speed. Every member of our team is certified and specialized. We are committed to leveraging high-tech to deliver high-touch service.
