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Service Desk Analyst

2 months ago

Brookings, United States TEKsystems Full time

Description:

The Service Desk Analyst delivers L1 technical support for primary incident resolution or escalation to L2 support teams as needed. Responsibilities include initial documentation, troubleshooting, research, and resolution of incoming incidents and requests concerning the use of supported software and hardware. Service Desk Analysts are provided with a suite of support tools and an active knowledge base to assist in troubleshooting efforts. The primary method of contact is phone, chat and self-service tickets.

EXECUTION AND OPERATIONAL EXCELLENCE:

  • Respond to all phone calls in a timely manner and follow proper handling guidelines.

  • Handle chats & self-service tickets in a timely manner and ensure all information is gathered prior to resolving and/or routing to other teams for processing.

  • Strive to meet all KPIs for average speed of answer, handle times, ticket logging and first call resolution.

  • Log 100% of contacts into the ServiceNow ticketing system to include description of issue, troubleshooting performed, resolution and/or purpose for escalation. Properly categorize incidents and select the appropriate severity based on impact and urgency.

  • Follow knowledge articles to ensure the required troubleshooting, information gathered and escalations are handled accurately.

  • Report when knowledge is out of date, incorrect or missing.

  • Handle all contacts in alignment with department quality assurance guidelines.

  • Maintain adherence to scheduled shift start time, break and lunch.

  • Assist in ensuring processes stay up to date by reporting on gaps to leadership.

  • Maintain open communication and work to build strong relationships inside and outside the department.

  • Perform own job responsibilities with commitment to quality and customer satisfaction - doing what's right, for the team, for the enterprise.

  • Identify and Report security risks in accordance to compliance.

Skills:

Helpdesk, Microsoft Office, Mobile device, Outlook, Windows 7, Remote Access, Active directory, Windows 10, Office 365, Troubleshooting, vpn, ServiceNow, Windows, Windows 7

Top Skills Details:

Helpdesk, Microsoft Office, Mobile device, Outlook, Windows 7, Remote Access, Active directory, Windows 10,Office 365,Troubleshooting

Additional Skills & Qualifications:

Required Experience

  • Have used or are familiar with a service desk ticketing system or similar.

  • 2-3 years customer service experience or customer facing role.

  • 1 year technical support experience, preferably via the phone

  • Able to demonstrate strong verbal and written communication

  • Ability to multitask and prioritize in a fast paced environment

  • Familiar with using and supporting MSOffice applications; inclusive of Outlook; preferably in a large enterprise environment.

Desired Skills

  • ITIL Foundations certification or prior experience working in an ITIL environment.

  • Have worked with a Chat tool supporting end users or similar.

  • VPN Software Technologies (i.e. Microsoft VPN Client, Pulse Secure)

  • Worked in the financial industry in some capacity.

Experience Level:

Intermediate Level

Benefits:

  • Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

  • 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)

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.