Service Desk Analyst
3 weeks ago
As a Service Desk Analyst at TEKsystems, you will be the first point of contact for customers seeking technical assistance via phone, email, or computer chat. Your primary responsibility will be to provide quick resolution and excellent customer service by troubleshooting, diagnosing, and resolving technical hardware and/or software issues.
Key Responsibilities:- Provide technical assistance via phone, email, or computer chat
- Troubleshoot and resolve technical hardware and/or software issues
- Redirect unresolved issues to the next level of support personnel
- Provide needed information on IT products or services
- Keep record of problems and their resolution through Lockton source of record (SysAid)
- Follow-up with customers
- Provide feedback on processes and make recommendations on areas to improve
- Maintain technical documentation, knowledge module, and service catalog on installation of software, configuration of hardware, and problem troubleshooting
- Suggest improvements on procedures
- Improve system performance by identifying problems and recommending changes
- Update job knowledge by participating in educational opportunities and maintaining personal networks
- Accomplish information systems and organization mission by completing related results as needed
- Manage Help Desk tickets in a timely manner
- Help desk, Service desk, Windows 10, Desktop, Servicenow, Support, Office 365, Customer service, Ticketing system
- 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)
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.
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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