What are the responsibilities and job description for the Help Desk / Service Desk Analyst I -4P/663 position at 4P Consulting Inc.?
Help Desk / Service Desk Analyst I
Location: 241 Ralph McGill Blvd , Atlanta, GA 30308
Client- Georgia Power
Position Overview
We are seeking a motivated Help Desk / Service Desk Analyst I to provide frontline technical support to internal users. This role is responsible for diagnosing and resolving hardware and software issues while delivering exceptional customer service.
The ideal candidate is analytical, self-driven, and capable of managing multiple priorities in a fast-paced IT support environment.
Key Responsibilities
Technical Support & Troubleshooting
- Provide phone-based technical support for internal employees.
- Troubleshoot hardware and software issues to resolution.
- Fulfill service requests accurately and within defined SLAs.
- Escalate complex issues when necessary.
Incident & Request Management
- Log, track, and update tickets within the service management system.
- Ensure timely resolution of incidents and service requests.
- Provide clear communication and status updates to users.
Customer Support
- Deliver professional and courteous customer service.
- Communicate technical information clearly to non-technical users.
- Assist users with enterprise systems including ASCEND and other technology platforms.
Must-Have Skills
- Strong analytical and problem-solving abilities.
- Ability to manage multiple tasks and priorities simultaneously.
- Ability to make sound decisions with minimal supervision.
- Self-starter with initiative and independent thinking.
- Strong customer service orientation.
- Excellent written and verbal communication skills.
Nice-to-Have Skills
- Understanding of IT infrastructure and telecommunications transport.
- Knowledge of LAN/WAN technologies.
- Familiarity with access technologies and telecom terminology.
- Working knowledge of mainframe systems and related applications.
- Experience with BMC Helix / SmartIT Event Management System.
Technical Skills Summary
- Desktop & Application Support
- Incident Management
- LAN/WAN Fundamentals
- Telecom Basics
- Service Desk Ticketing Systems
- Remote Troubleshooting