Service Desk Analyst

4 weeks ago

Phoenix AZ United States TEKsystems Full time

Description: Qualified candidates will have worked for a large organization that has experience supporting an internal employee end user base of over 10,000 people. This role is a tier1/2 call center environment with a daily ticket count over 40.

Mid Level: Skills equiv. to 3-5 years in comparable position. Responsible for helpdesk and/or desktop support for Schwab systems. Experience with 1st and/or 2nd level support. Strong customer service skills, strong people and interpersonal skills. Must have strong verbal and written communication skills.

Responsibilities:

• Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.

• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction

• Provides incident status updates to management and end-users per service level guidelines

• Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support

• Provide support for PCs, laptops, printers, cell phones, and tablets etc.

• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)

• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

• Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management

• Required Experience: 2+ years of experience working in a service desk or customer service environment Minimum 1 year technical support experience Minimum 1 year chat support experience Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager) Ability to type at least 40 words per minute Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information

Training: Candidate will go through a 2 week training period once they are brought onboard with Charles Schwab in-house trainer.

Skills:

Help desk, Windows 10, Active directory, remedy, Windows, Technical support, Troubleshooting, Support

Top Skills Details:

Help desk,Windows 10,Active directory,remedy,Windows,Technical support,Troubleshooting,Support

Additional Skills & Qualifications:

• Currently the National Service Desk team at Charles Schwab supports around 1500 internal applications

• Ideal candidates will have experience supporting mobile devices to include iPhones and iPads, and if they have worked with MobileIron that would be a plus

• This team does zero face to face interaction with users and they will not be supporting hardware

• Currently agents take around 30-40 calls and chats a day

• Candidates need to be good with working with a Knowledge Base to be able to lookup issues to help them in resolving the issues with users.

• Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed.

• Candidate must be able to receive constructive feedback

• Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand

• Candidate must have experience with working with ticketing systems (ex. Remedy or Smart IT) , SCCM, Active Directory, Remote Tools, and MS Office

• Manager indicated that he has had some success in the past with resources that have worked at Best Buy (Geek Squad).

Education/Experience: Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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