Service Desk Analyst
4 weeks ago
Level I Service Desk Analyst
3 year contract
5 days onsite in Dunwoody area
Must-Haves:
- 2-3 years experience providing Tier I support
- Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
- Experience with Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
- Support of Windows 10 OS, MS O365, mobile devises, etc.
- Password resets, unlocking accounts
Responsibilities:
- Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
- Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms or technology:
o Microsoft Office 365 Account Setup, Support, Password Resets, etc.
o Windows 10; PC Laptop, Desktop and Mobile Device support
o MacOS 10-11; MacBook Air and MacBook Pro support
o MS Office Productivity Suite functional support
o Collaboration tools including Microsoft Teams
o Remote support toolsets
o Support of collaboration and Audio-Visual teleconference systems, equipment and scheduling, such as Microsoft Teams
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