Service Desk Analyst - 2nd shift

Our Columbus, Ohio client has a second shift contract opportunity for a Service Desk Analyst who, under direct supervision, is responsible for troubleshooting application or device problems; determines if solution is known and publishes resolutions or workarounds in Jira Service Management Incident, Problem or Knowledge Management.

Wed-Sat 12:30-11p

Job Description:

The Service Desk Analyst, under direct supervision, is responsible for troubleshooting application and/or device problems; determine if solution is known and publish resolutions or workarounds in Jira Service Management incident.

The Service Desk Analyst provides tiers one support for NetJets team members to include: application, PC, laptop, peripherals, iPhones, iPads, and other telecommunications devices/supplies for all 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 Base, etc.

Adherence to time and metrics tracking is required. Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and IT teams. Demonstrates a commitment to providing superior customer service. Essential Functions:

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.

10%: Follows up on open tickets and confirms successful resolution with the end user.

5%: Creates and maintains user accounts and access privileges for Active Directory and application systems.

5%: Maintains content within a knowledge base, 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.

Reference: 1044437

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role, but your experience doesn't align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles!

Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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