Service Desk Analyst

2 weeks ago


Dunwoody, United States Insight Global Full time

Level I Service Desk Analyst

3 year contract

5 days onsite in Dunwoody area

Must-Haves:

  • 2-3 years experience providing Tier I support
  • Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
  • Experience with Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
  • Support of Windows 10 OS, MS O365, mobile devises, etc.
  • Password resets, unlocking accounts

Responsibilities:

  • Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
  • Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms or technology:

o Microsoft Office 365 Account Setup, Support, Password Resets, etc.

o Windows 10; PC Laptop, Desktop and Mobile Device support

o MacOS 10-11; MacBook Air and MacBook Pro support

o MS Office Productivity Suite functional support

o Collaboration tools including Microsoft Teams

o Remote support toolsets

o Support of collaboration and Audio-Visual teleconference systems, equipment and scheduling, such as Microsoft Teams


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