What are the responsibilities and job description for the Tier 1 Service Desk Analyst position at Resourcesoft, Inc.?
Requirements
-
3 or more years of experience in Tier 1 IT service desk and technical support.
-
Proficiency in ServiceNow or similar enterprise ticketing systems.
-
Experience with troubleshooting computer hardware, software, and various operating systems.
-
Experience in executing remote diagnostic procedures and technical troubleshooting protocols.
-
Experience with call center software and managing high-volume phone and email queues.
-
Experience in updating technical knowledge base articles and user-training manuals.
-
Excellent verbal and written communication skills.
Responsibilities
-
Provide technical assistance and troubleshooting for enterprise hardware, software, and systems.
-
Resolve Level 1 support requests and escalate complex technical issues to appropriate teams.
-
Manage and document all support interactions within the enterprise ticketing platform.
-
Maintain adherence to defined quality standards and service level agreements.
-
Partner with technical staff to research system problems and implement effective solutions.
-
Lead users through diagnostic instructions to identify and isolate system failures.
-
Monitor call center queues to ensure prompt response to incoming technical inquiries.
Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.
Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
For more information about Resourcesoft and our services, please visit our website.