Service Desk Analyst/ Atlanta, GA

3 weeks ago

Atlanta, United States Suncaptech Full time

Summary

Job Description

The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.

Scope Of Work/Key Responsibilities

Monitor telephone system and take calls from Client users Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA's Escalate incidents to level 2 or level 3 support according to established processes and procedures Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed Remotely connect to user computers and assist with resolving issues as necessary. Perform proactive support activities including but not limited to: o Ensuring that antivirus software installed on all machines and scans are completed routinely. o Update user and asset information in database (as necessary) Provide support for Client IT projects (as needed) Follow established processes and procedures. Report to IT any suggestions that will improve process or make support easier or more efficient Maintain exceptional customer service posture at ALL TIMES Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes Record and submit checklists or other documentation as required

Contract Duration

1 year (initial) Option to extend annually - based on performance

Skills and Qualifications:

3+ years' work experience (minimum) … 5+ years preferred:

HDICSR certification (or similar)preferred Strong customer service skills Prior experience with service desk support is a MUST Prior experience working as a desk side support analyst is a plus A+ Certification is a plus Proficient in understanding of network, wireless support Knowledge of best practice security standards and techniques is a plus Microsoft Windows certification is a plus ITIL experience/certification is a plus Must have clean criminal record with the ability to pass finger-print background check Must be authorized to work in the Unites States

Personal Attributes

Creativity and strong attention to detail Ability to work effectively on tight deadlines, as necessary Excellent command of English language Oral and written communication skills Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers Ability to work under pressure and stay calm/focused when working with irate customers or users Positive, productive team player Desire to learn new skills and improve

Education/Training

Minimum of Associate degree preferred 3+ years' experience in Service Desk support. Equivalent combination of education and experience will be considered.

Work

This work will be completed on-site at the Atlanta Public Schools CLL Building located at 130 Trinity Avenue, Atlanta GA 30303. The service desk analyst would need to work in 1 of 3 shifts

M, T, W, TH, F (between the hours of 7am - 5pm) , except on district holidays.

Leadership

The Service Desk Analyst will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Manager, who has overall responsibility for the Service Desk Operations. He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.

Qualifications

Type

Category

Qualification

Description

Competency

Required

Skills Languages A+ Proficient (4-6 Years) No Skills Others Customer Service Advanced (7-9 Years) No Skills Others HDICSR certification (or similar)preferred Proficient (4-6 Years) No Skills Others Knowledge of best practice security standards and techniques is a plus Proficient (4-6 Years) No Skills Others Service Desk Analyst 3+ years' work experience (minimum) … 5+ years preferred: Advanced (7-9 Years) Yes Skills Others understanding of network, wireless supportss suppor Proficient (4-6 Years) No Skills Others Communication skills both verbal and written Advanced (7-9 Years) No #J-18808-Ljbffr

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