Service Desk Analyst

7 days ago

Atlanta, United States Lorven Technologies Full time

Job Title: Service Desk Analyst Location: Atlanta, GA 30303 (Onsite) Duration: 3 Months Contract Summary: 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 APS 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: Ensuring that antivirus software installed on all machines and scans are completed routinely. Update user and asset information in database (as necessary) Provide support for APS 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 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.

  • Service Desk Analyst

    4 weeks ago

    Atlanta, United States iVision Full time

    Join to apply for the Service Desk Analyst role at ivision The Service Desk Analysts role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as...

  • Service Desk Analyst

    4 weeks ago

    Atlanta, United States iVision Full time

    Join to apply for the Service Desk Analyst role at ivision The Service Desk Analysts role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as...

  • Service Desk Analyst

    12 hours ago

    Atlanta, GA, United States iVision Full time

    Job Description - Service Desk AnalystTitle Service Desk Analyst (Atlanta, GA - Managed Services) Description The Service Desk Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use...

  • Service Desk Analyst

    2 days ago

    Atlanta, Georgia, United States Franklin Fitch Full time $65,000 - $75,000 per year

    Service Desk Analyst (Level 2) | Atlanta, GA | $65,000 - $75,000Do you thrive on solving complex IT challenges and delivering exceptional customer support? Are you motivated by working across diverse technologies in a fast-paced managed services environment? If you're looking for a role where your technical expertise, problem-solving skills, and...

  • MSP Service Desk Analyst II

    4 weeks ago

    Atlanta, United States Cortavo, Inc. Full time

    Direct message the job poster from Cortavo, Inc. Job Overview: We are seeking a highly capable Service Desk Analyst II who will be responsible for inbound calls and tickets from Cortavos managed services customers. We are also looking for at least one year of experience in a Manage Service Provider (MSP). This Level 2 position will require the ideal...

  • MSP Service Desk Analyst II

    4 weeks ago

    Atlanta, United States Cortavo, Inc. Full time

    Direct message the job poster from Cortavo, Inc. Job Overview: We are seeking a highly capable Service Desk Analyst II who will be responsible for inbound calls and tickets from Cortavos managed services customers. We are also looking for at least one year of experience in a Manage Service Provider (MSP). This Level 2 position will require the ideal...

  • Help Desk Analyst

    2 weeks ago

    Atlanta, United States My3Tech Inc Full time

    Job:GA DHS - Child Welfare Modernization Help Desk Analyst Location : 47 Trinity Ave SW, Atlanta, GA 30334 REMOTE The Georgia Department of Human Services (DHS), Office of Information Technology is seeking candidates for the temporary contractor position of Child Welfare Modernization Help Desk Analyst in Atlanta, Georgia. The Child Welfare Modernization...

  • Help Desk Analyst

    1 week ago

    Atlanta, GA, United States My3Tech Inc Full time

    Job:GA DHS - Child Welfare Modernization Help Desk Analyst Location : 47 Trinity Ave SW, Atlanta, GA 30334 REMOTE The Georgia Department of Human Services (DHS), Office of Information Technology is seeking candidates for the temporary contractor position of Child Welfare Modernization Help Desk Analyst in Atlanta, Georgia. The Child Welfare Modernization...

  • Help Desk Analyst

    5 days ago

    Atlanta, GA, United States My3Tech Inc Full time

    Job:GA DHS - Child Welfare Modernization Help Desk Analyst Location : 47 Trinity Ave SW, Atlanta, GA 30334 REMOTE The Georgia Department of Human Services (DHS), Office of Information Technology is seeking candidates for the temporary contractor position of Child Welfare Modernization Help Desk Analyst in Atlanta, Georgia. The Child Welfare Modernization...

  • Help Desk Analyst

    2 weeks ago

    Atlanta, GA, United States My3Tech Inc Full time

    Job:GA DHS - Child Welfare Modernization Help Desk Analyst Location : 47 Trinity Ave SW, Atlanta, GA 30334 REMOTE The Georgia Department of Human Services (DHS), Office of Information Technology is seeking candidates for the temporary contractor position of Child Welfare Modernization Help Desk Analyst in Atlanta, Georgia. The Child Welfare Modernization...