Service Desk Analyst
2 weeks ago
Purpose:
The Atlanta Public School System is seeking the services of a Service Desk Analyst to provide direct first-line level 1 service desk support to Client schools and administrative locations.
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 Client users
- Log all reported incidents, Fulfilment 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
- 1 year (initial)
- Option to extend annually - based on performance
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
- 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.
Skills & Experience:
- A+ Certified
- Customer Service
- HDICSR certification (or similar )preferred/Not Required
- Knowledge of best practice security standards and techniques is a plus
- Service Desk Analyst
- understanding of network, wireless support
- Communication skills both verbal and written
-
Service Desk Analyst
3 weeks ago
Atlanta, United States HexaQuEST Global, Inc. Full timeJob Description:Purpose: The Atlanta Public School System is seeking the services of a Service Desk Analyst to provide direct first-line level 1 service desk support to Client schools and administrative locations. 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...
-
Help Desk Analyst 2
2 weeks ago
Atlanta, United States LanceSoft Full timeTitle: Help Desk Analyst 2 3-month project Must be local to Metro Atlanta. Qualifications: • Associate's degree in a related field from an accredited college or university • OR Two years of experience at the lower-level Help Desk Analyst 1 or position equivalent. • Note: An equivalent combination of education and job specific experience that provided...
-
Help Desk Analyst 2
5 days ago
Atlanta, United States LanceSoft Full timeTitle: Help Desk Analyst 2 3-month project Must be local to Metro Atlanta. Qualifications: •Associate's degree in a related field from an accredited college or university •OR Two years of experience at the lower-level Help Desk Analyst 1 or position equivalent. •Note: An equivalent combination of education and job specific experience that provided the...
-
Help Desk Analyst 2
2 weeks ago
Atlanta, United States Tekwissen Full timeOverview: TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learning, law, justice, health, education, Corrections, transportation, IT, Social...
-
Front Desk agent
2 weeks ago
Atlanta, United States First Service Corporation Full timeProvides exceptional customer service. Meets and greets residents; checks guests and service providers in/out. Able to understand and react to emergency response and access control procedures; monitors and operates electronic security control systems Front Desk, Agent, Customer Service, Residential, Hotel, Property Management
-
Service Desk Team Lead
1 week ago
Atlanta, United States Hunter Technical Resources, LLC Full timeService Desk Team Lead at Cognizant Microsoft Business Group US Join a team of passionate thought leaders in a dynamic and collaborative environment! The Cognizant Microsoft Business Group (MBG)' s Intelligent Workplace team is growing fast and we ar Service Desk, Team Lead, Support, Business, IT, Cloud, Technology, Staffing
-
Desktop Support Analyst
2 weeks ago
Atlanta, United States Global Pharma Tek Full timeTitle: Desktop Support Analyst Location: Atlanta, GA 30303 (100% Onsite) Duration: 8 Months Contract (with a possible extension)Job Description: Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. Responsibilities: Under general supervision the support analyst...
-
Desktop Support Analyst
2 weeks ago
Atlanta, United States Integrated Resources Full timeJob Title: Desktop Support Analyst Location: Atlanta, GA(Onsite) Duration: 3+ Months(Possible extension) Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. Job Summary: Under general supervision for the client, the support analyst assists customers...
-
Financial Analyst
4 weeks ago
Atlanta, United States City of Atlanta Full timeA t the City of Atlanta, we are passionate about building and improving our community. Our police officers, firefighters and building inspectors keep our citizens safe. Our Public Works staff keeps our City clean and helps maintain, build and improve our City’s infrastructure. Our City planners help envision and shape future City growth. Our Parks &...
-
Desktop Support Analyst
2 weeks ago
Atlanta, United States Crescens Full timeJob Title: Desktop Support Analyst Location: Atlanta, GA Duration: 2+months Type: Contract*This position will be 100% onsite*Job Description: Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. Complete Description: Under general supervision for the client,...
-
Desktop Support Analyst
5 days ago
Atlanta, United States Crescens Full timeJob Title: Desktop Support Analyst Location: Atlanta, GA Duration: 2+months Type: Contract*This position will be 100% onsite*Job Description: Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. Complete Description: Under general supervision for the client,...
-
Financial Analyst
3 weeks ago
Atlanta, United States City of Atlanta Full timeAt the City of Atlanta, we are passionate about building and improving our community. Our police officers, firefighters and building inspectors keep our citizens safe. Our Public Works staff keeps our City clean and helps maintain, build and improve our City’s infrastructure. Our City planners help envision and shape future City growth. Our Parks &...
-
Front Desk Associate
4 weeks ago
Atlanta, United States Move Fitness Complex Llc Full timeJob DescriptionJob DescriptionFront Desk AssociateAre you a potential Front Desk Associate and ready to leave average in the past? Our Front Desk Associate position offers a tremendous opportunity for growth & career advancementWhat We Look for In Our Front Desk Associates:• Team-oriented individual• Outgoing Personality• Organized• Service-minded•...
-
Front Desk Agent
2 weeks ago
Atlanta, United States Sonesta International Hotels Corporation Full timeThe Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Operations Manage Front Desk, Agent, Guest Service, Operations Manager, Hotel
-
REMOTE SQL Business Analyst
2 weeks ago
Atlanta, United States Midas Consulting Full timeShort Description: The Georgia Client (Client),Office of Information Technology, is seeking a qualified candidate for the temporary contractor staffing position of SQL Business Analyst based in Atlanta, Georgia. Complete Description: The Business Analyst will work within the Office of Information Technology and will be responsible for interfacing with...
-
REMOTE SQL Business Analyst
4 days ago
Atlanta, United States Midas Consulting Full timeShort Description: The Georgia Client (Client),Office of Information Technology, is seeking a qualified candidate for the temporary contractor staffing position of SQL Business Analyst based in Atlanta, Georgia. Complete Description: The Business Analyst will work within the Office of Information Technology and will be responsible for interfacing with...
-
Analyst II/Sr Analyst-Customer Service
19 hours ago
Atlanta, United States Windstream Holdings, Inc. Full timeWindstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S. As Kinetic, Windstream offers bundled services Analyst, Customer Service, Salesforce, Communications, Operations, Technology, Support
-
Commercial Services Analyst
2 weeks ago
Atlanta, United States Pyramid Consulting, Inc Full timeImmediate need for a talented Commercial Services Analyst . This is a 12+ Months Contract opportunity with long-term potential and is located in Johns Creek, GA (Remote) . Please review the job description below and contact me ASAP if you are interested. Job ID:24-21664 Pay Range: $26.42 /hour. Employee benefits include, but are not limited to, health...
-
Commercial Services Analyst
1 week ago
Atlanta, United States Pyramid Consulting Full timeImmediate need for a talented Commercial Services Analyst . This is a 12+ Months Contract opportunity with long-term potential and is located in Johns Creek, GA (Remote) . Please review the job description below and contact me ASAP if you are interested. Job ID:24-21664 Pay Range: $26.42 /hour. Employee benefits include, but are not limited to,...
-
Medical Front Desk Specialist
1 week ago
Atlanta, United States Randstad North America, Inc. Full timeAre you an experienced Medical Front Desk Specialist looking for your next position in Dunwoody, GA? We are looking for a skilled healthcare professional who is professional and demonstrates excellent customer service towards patients. This position Medical, Specialist, Front Desk, Healthcare, Staffing, Patient