Service Desk Analyst

Job Description

Duration

9

Duration Unit

Month(s)

Req Description

Description

Providing IT technical support via phone or chat.

Learn new support technology as required

Perform administrative tasks related to time keeping and misc tasks

Develops a strong understanding of the business and can relate problems to business impacts.

Understands how to triage and prioritize issues and will escalate problems to management.

Maintains a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.

Responds to alerts or emergency issues within 15 minutes during normal business hours and when on-call.

Processes and handles requests and orders for computer equipment throughout the lifecycle of the equipment.

Performs other duties as assigned.

Enterprise Req Skills

Help desk,Service desk,Office 365,Phone support,active directory,o365,support desk,citrix,windows 10

Job Title

Service Desk Analyst

Top Skills Details

1.) IT Support Desk experience troubleshooting hardware and software issues in a high call volume/high employee count environment. Centene has 100,000 users. Resources are receiving upwards to 100 calls a shift.

2.) Experience utilizing Active Directory, ServiceNow, and Citrix to remote into users computers to troubleshoot.

3.) Has troubleshot issues pertaining to Windows 10, Office Suite, O365 and hardware peripherals.

Worksite Address

Mallard Creek - Remote,Charlotte,North Carolina,United States,28204

Additional Information

G2 Candidate Questions to ask and add to resume:

How many end users have you supported? How many calls were you receiving a shift?

What have you done with Active Directory?

What were the traditional issues you would assist with?

What ticketing system are you most familiar with?

What is a ping command?

What is a trace route?

What is your long term goal in IT?

Drug Test Required

false

Experience Level

Expert Level

External Communities Job Description

Our client is looking for a Service Desk Analyst that is familiar with high call volume and fast paced shifts. Ideal candidate is customer service focused and has basic level understanding of O365, Win10 and remote troubleshooting needs.

EVP

These Analysts will be a part of a brand new team here in Charlotte. The company is building their office off of Mallard Creek so once some normalcy comes next year - these folks will be sitting in a desk no one else has before!

Work remotely until office is complete

Contract to hire for a Fortune 50 company (conversions normally around 8 months)

Daytime Shift 7:30am-11:30pm waterfall shift

Upward mobility - Analyst, Special Teams, Leadership roles

Work Environment

High call volume

Remote training through Zoom

Windows 10, O365, Citrix, ServiceNow

Additional Skills Tags

active directory,o365,support desk,citrix,windows 10

Additional Skills & Qualifications

Customer Service is key for success in this role. The ideal candidate would demonstrate interpersonal/verbal communication skills. Has to be personable and articulate over the phone!

Business Qualification

Impact to the Internal/External Customer

3-4 candidates to join Zoom, ask customer service based questions first

Break out to small rooms and ask technical questions

Why is Position Open?

Business Challenge

Centene Corporation is expanding their headquarters for an East Coast presence in Charlotte NC. This is a brand new team and the manager is relocating from Tampa Florida. Since the manager is unfamiliar with the area and local talent, he has reached out to us to help identify great resources.