Technology Service Desk Analyst

Job Summary

Must have- -Active directory -ITSM -Office 365 or azure administration POSITION PURPOSE : Responds to and processes requests in manner that optimizes customer satisfaction. Provides assistance in use of all computer technology provided by Information Services (IS) to enterprise.

location: Holland, Michigan

job type: Contract

salary: $21 - 24 per hour

work hours: 8am to 5pm

education: Associates

Responsibilities

RESPONSIBILITIES AND RESULTS:

• Serves as single point of contact for technology support to ensure issues are recorded and addressed in timely manner.
• Communicates clearly and courteously with members calling for assistance, as measured by quality surveys, providing optimal customer satisfaction.
• Provides first-level support and problem resolution to technology customers with ultimate goal to provide resolution as close to customer level as possible.
• Logs information concerning calls into automated system to track history of calls and resolutions, utilizing personal computer (PC) and keyboard/mouse.
• Provides appropriate escalation of support requests to ensure meeting customers expectations.
• Provides input for process and procedure improvements for Global Support Services area to better serve customers.
• Completes tasks and assignments related to processes and improvements in Service Desk area of responsibility to provide complete customer satisfaction.
• Ensures production system availability and schedules completion and escalates all processing failures to maintain system availability to business.
• Ensures network availability by monitoring and escalating system alerts and failures.
• Ensures member requests for technology systems are fulfilled within Service Level Agreement (SLA) timeframe, ensuring members have tools needed to perform their jobs.
  
  

Qualifications

Must have-

• Active directory
• ITSM
• Office 365 or azure administration
  
  

POSITION PURPOSE : Responds to and processes requests in manner that optimizes customer satisfaction. Provides assistance in use of all computer technology provided by Information Services (IS) to enterprise.

Qualifications

Education Associates degree in computer science or information systems or equivalent job-specific work experience.

Work Experience One year experience in technology support.

Skills And Knowledge

• Ability to maintain confidentiality when working with sensitive data.
• Broad technical and organizational skills, with good attention to detail.
• Familiarity with information technologies and their application to business processes.
• Excellent PC and keyboard/mouse skills.
• Good communication and interpersonal skills.
• Ability to adapt to change and learn quickly.
• Ability to work well under pressure and quickly assess and respond to customer issues.
• Strong data-gathering and problem-solving skills.
• Ability to work with diverse global customers.
  
  

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.