- TEKsystems is seeking a full time service desk analyst for a long term contract opportunity in Orlando, FL:
We are seeking a professional individual to work in an Enterprise Operations division as Help Desk/Service Desk Analyst.
An analyst in this position is the first point of contact for our customers day-to-day technical issues. This person provides first-level customer support by diagnosing and resolving enterprise hardware and software problems; documenting verbal and written communication; system activities or problems. This position reports to the Enterprise Operations Supervisor or designee and works closely with different IT groups in problem analysis and resolution; therefore, excellent customer service, documentation, interpersonal, and communication skills are necessary to perform this job.
Hours: Monday - Friday 8:00 AM - 5:00 PM
Day to Day:
Answer telephone calls and email inquiries from customers and vendors experiencing technical problems. Evaluate, troubleshoot, resolve, and determine ticket urgency priority for incidents and service requests
Utilize excellent customer service skills and exceed customers' expectations
Initiate customer contact, gather information, and document accurately and completely all relevant information regarding issues in IT ticketing system (ServiceNow Ticketing System)
Provide tier 1 technical support and resolution. Follow up on unresolved issues; monitor and respond to tickets in queues; escalate and assign complex tickets to tier 2 support groups
Apply excellent communication skills to convey written and verbal information effectively in both technical and non-technical terms; provide status of system outages or events to customers
Participate in technical writing and update supporting Help/Service Desk documents
Interact and coordinate resolution of problems with internal/external IT groups and/or vendors
Monitor multiple computing center systems and job processes based on customer and operational requirements. Basic knowledge of a variety of software, hardware, and operating systems
Investigate computing operational errors to determine cause and refer problems with possible solutions to supervisor. Take appropriate corrective action to ensure timely completion of all scheduled work on various computer systems
Uphold and explain to customers enterprise computing policies
Maintain a positive approach in handling customer complaints; remain calm and professional when dealing with difficult customers and situations
Meet Help/Service Desk key performance indicators; display a willingness to discuss weaknesses and make continuous self-improvements
Experience working on an enterprise level Help Desk.
Active Directory experience
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.