What are the responsibilities and job description for the Service Desk Analyst position at Careers Integrated Resources Inc?
Job Title: Service Desk Analyst
Job Location: Atlanta, GA
Job Duration: 9-10 Months (possibility of extension)
Shift: Monday- Friday b/w 7:00am - 5:00pm
Job Summary:
Job Location: Atlanta, GA
Job Duration: 9-10 Months (possibility of extension)
Shift: Monday- Friday b/w 7:00am - 5:00pm
Job 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.
- Monitor telephone system and take calls from Client users
- Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLAs
- 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 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.
- Minimum of Associate degree preferred
- 3 years experience in Service Desk support.
- 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.