Service Desk Analyst
Description:
Level I Service Desk Analyst
3 year contract
5 days onsite in Dunwoody area
Must-Haves:
2-3 years experience providing Tier I support
Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
Experience with Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
Support of Windows 10 OS, MS O365, mobile devises, etc.
Password resets, unlocking accounts
Responsibilities:
Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms or technology:
o Microsoft Office 365 Account Setup, Support, Password Resets, etc.
o Windows 10; PC Laptop, Desktop and Mobile Device support
o MacOS 10-11; MacBook Air and MacBook Pro support
o MS Office Productivity Suite functional support
o Collaboration tools including Microsoft Teams
o Remote support toolsets
o Support of collaboration and Audio-Visual teleconference systems, equipment and scheduling, such as Microsoft Teams