Service Desk Analyst

6 days ago

Columbus OH United States TEKsystems Full time

Description

Job Description:

Summary:

An IS Customer Support Analyst serves as the first point of contact for all technology related issues. They provide world class service through their interactions with our users and technical competencies. During each interaction, they gather information needed from users to assist in timely resolution. They are empathetic, polite, and listen to our users in order to fully understand the issues and then respond appropriately in accordance to our practices and procedures.

Principal Duties and Responsibilities:

• Serve as a first point of contact for IS-related issues by responding to requests for technical assistance by phone, email, electronic self-service or in person.

• Gather needed information from users that will assist in the timely resolution of incidents and request.

• Identify situations requiring urgent attention, to better prioritize and route to appropriate area.

• Provide accurate and timely logging and resolution of issues in the Service Management system.

• Take ownership of user issues, follow the status of issues on behalf of the user, and communicate progress in a timely manner.

• Basic Data Center monitoring (receiving of deliveries and physical monitoring of location).

• Responsible for IS Support Center’s continuous improvement.

• Performs other duties as assigned.

Knowledge, Skills and Abilities Required:

• Have a polite, friendly, and empathetic presence both virtually and in person.

• Clear, confident, and calming voice tone when interacting with users.

• Maintain a questioning attitude until user’s issues are understood.

• Ability to think and act quickly.

• Detail oriented and thorough follow up.

• Expertise in conflict resolution and emotional intelligence.

• Ability to manage relationships, conflict, and communication with a high-level of proficiency.

• Exceptional interpersonal, presentation, verbal, and written communication skills required to interact effectively with all levels of the organization and external contacts.

• Excellent customer service skills and the ability to translate technical information into user-friendly terminology.

• Present a professional and polished appearance.

• One on One and small group teaching skills.

• Exceptional problem solving and technical skills.

• Technical aptitude and a working knowledge of fundamental operations of Windows and clinical software (EPIC, Allscript, and MOMs), PC, laptop and server hardware, and related IT equipment such as printers, wireless devices, and scanners.

• Excellent knowledge and troubleshooting experience in supporting Microsoft Office 2010 and 2013 (Outlook, Word, Excel, Lync, & PowerPoint).

• Time management skills.

• Meet all performance metrics and follow IS Support Center practices and procedures.

Competencies Required:

• Manages Customer Support Analyst workload by responding to user’s questions, incidents, and requests in accordance to IS Support Center standards.

• Provides accurate and timely logging of incidents and resolution for incidents in the Service Management system.

• Gather needed information from users that will assist in the timely resolution of incidents

• Identify situations requiring urgent attention, prioritize and route to appropriate analyst or area for resolution

• Demonstrates world class interpersonal skills to communicate understanding, expectations, and resolution to foster a positive user relationship.

• Maintains high availability by routing issues to the appropriate area for troubleshooting and resolution.

• Education: Bachelor's Degree or relevant experience required.

• Certifications: A+, Network+ preferred.

• Skills: Excellent troubleshooting and customer service skills.

• Experience: Minimum 1-2 years; experience providing IT customer support required.

Skills

Customer Service, Ticketing system, support, Windows, Printer, Hardware, Software, Application Support, windows 10, troubleshooting, servicenow, active directory, office 365, windows 7

Top Skills Details

Customer Service, Ticketing system, support, Windows, Printer, Hardware, Software, Application Support,windows 10,troubleshooting,servicenow

Pay and Benefits

The pay range for this position is $18.00 - $21.00

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Columbus,OH.

Application Deadline

This position will be accepting applications until Jan 1, 2025.

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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