6 days old
2018-01-102018-02-07

Service Desk Analyst

Alpharetta, GA 30005
  • Job Code
    595163
  • Payrate
    $20 To $23

Our Client in Alpharetta is currently seeking a Service Desk Analyst to provide tier 1 technical support for incident resolution and requests that are reported through web, email or phone to the internal service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.


Service Desk Analyst Responsibilities:



  • Addresses and resolves both basic incidents/requests; logs all interactions; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Analyzes and resolves incidents and requests regarding use of application software or hardware.
  • Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
  • Documents resolutions and updates self-help and knowledge bases.
  • Maintains and protects confidentiality with regard to all aspects of employee information.


REQUIREMENTS:



  • 2-5 years working in a technical Service Desk or Help Desk position
  • Ability to work in a high volume environment (answering 20-30 live calls in addition to managing 40-60 emails/service requests)
  • Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems.
  • Competency in ticket tracking tools (BMC Remedy a plus)
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
  • Possess a strong technical understanding of MS Office, Printers, remote access, networking, etc.
  • Strong analytical skills and proven ability to solve problems
  • Attention to detail and achieving results
  • Familiar with Service Request Management processes
  • Ability to work flexible schedules, including nights and weekends


If you are interested in learning more about this exciting project, please reach out to Ryan @ 678-430-3902 or send resume to [email protected]

Categories

  • Information Technology

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Service Desk Analyst

Randstad Technologies
Alpharetta, GA 30005

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Randstad Technologies
Alpharetta, GA
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