Service Desk Analyst

NOTE: This is a W2, full-time opportunity- our client is not able to sponsor visas nor can we do C2C.

Position: Help Desk Analyst

Duration: 6 month contract to hire

Address: (2-3 Days onsite, 2-3 Days remote- Flexible schedule!)

Shift: 2:30p-11:30p Mon-Fri

Must Haves:

1+ years working in a Technical support role

Creates and maintains user accounts and access privileges for Active Directory (Windows 2000/XP) and application systems

Microsoft Outlook/Exchange environments.

Strong experience working with & Troubleshooting internal Applications, Ticketing systems, PC’s/ Laptops, mobile phones, iPad, and Telecom Devices

Experience working with Salesforce for ticketing system

Capable of connecting printers/scanners/copiers

Pluses:

Degree or continuing education certification

Day to Day:

Insight Global is looking for a Service Desk Analyst, under direct supervision, is responsible for troubleshooting application or device problems; determine if solution is known and publish resolutions or workarounds in Service Now Incident, Problem or Knowledge management. The Service Desk Analyst provides tiers one/two/three support team members to include: application, pc, laptop, peripherals, cellular phones, iPad and other telecommunications devices/supplies for all clients subsidiaries. The Service Desk Analyst provides superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems. Escalate reports of chronic or unresolved problems to the appropriate team lead or manager. The Service Desk Analyst provides timely updates to internal teams as well as business/stakeholder communications on issues reported. The Service Desk Analyst is responsible for maintaining a knowledge-based system of common reported problems and resolutions and may be requested to perform ancillary tasks such as: attendance to meetings, RFC notification emails, contributing to Knowledge Management, etc.

75%=Answers inbound phone calls and emails during an assigned shift in a 7x24x365 global Help Desk. Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions in a courteous, professional, thorough and concise manner. Demonstrates a commitment to providing superior customer service. Adherence to time and metric’s tracking is required. Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and Shared IT

10%= Follows up on open tickets and confirms successful resolution with the client.

5%= Creates and maintains user accounts and access privileges for Active Directory (Windows 2000/XP) and application systems.

5%= Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.

5%= Assists on Help Desk related projects and activities as assigned by management.