Service Desk Analyst/Help Desk
3 weeks ago
Service Desk Analyst position. Right to hire. Location is Richmond, VA onsite . This role only handles traditional IT inbound calls - Internal Only
Skills needed:
- Candidates must have IT Education or 2 years experience working in an IT Service Desk.
- Concierge level customer service skills
- Windows 10 & 11
- Experience with Incident Management
- Experience with Problem Management
- Experience with Asset Management
- Interview Process: 2 step interview process:
- Initial 30-minute video interview w/ hiring manager
- 2nd interview with hiring manager's boss
The role is responsible for managing incoming customer calls and email related to IT support and Service Requests.
Essential Duties and Responsibilities include the following. Other duties may be assigned. All work is performed with deadlines based on agency priorities.
- Handle incoming calls resolving 70%.
- Route advanced issues to second level support teams
- Password Resets
- Answer general IT questions
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