Lorven Technologies
Service Desk Analyst - 1 Year Contract - Atlanta, GA (Onsite)
Lorven Technologies, Atlanta, Georgia, United States, 30383
Job Title: Service Desk AnalystLocation: Atlanta, GA (Onsite)Duration: 1 Year Contract
Job Description:Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA'sEscalate incidents to level 2 or level 3 support according to established processes and proceduresTrack and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closedRemotely connect to user computers and assist with resolving issues as necessary.Perform proactive support activities including but not limited to:Ensuring that antivirus software installed on all machines and scans are completed routinely.Update user and asset information in database (as necessary)Follow established processes and procedures.Report to IT any suggestions that will improve process or make support easier or more efficientMaintain exceptional customer service posture at ALL TIMESDocument work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposesRecord and submit checklists or other documentation as required
Skills and Qualifications:3+ years' work experience (minimum) ... 5+ years preferred:HDICSR certification (or similar)preferredStrong customer service skillsPrior experience with service desk support is a MUSTPrior experience working as a desk side support analyst is a plusA+ Certification is a plusProficient in understanding of network, wireless supportKnowledge of best practice security standards and techniques is a plusMicrosoft Windows certification is a plusITIL experience/certification is a plusMust have clean criminal record with the ability to pass finger-print background checkMust be authorized to work in the Unites States
Personal Attributes:Creativity and strong attention to detailAbility to work effectively on tight deadlines, as necessaryExcellent command of English languageOral and written communication skillsExceptional customer service skills, including the ability to interact professionally with a diverse group of customersAbility to work under pressure and stay calm/focused when working with irate customers or usersPositive, productive team playerDesire to learn new skills and improve
Education/Training:Minimum of Associate degree preferred3+ years' experience in Service Desk support. Equivalent combination of education and experience will be considered.
Job Description:Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA'sEscalate incidents to level 2 or level 3 support according to established processes and proceduresTrack and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closedRemotely connect to user computers and assist with resolving issues as necessary.Perform proactive support activities including but not limited to:Ensuring that antivirus software installed on all machines and scans are completed routinely.Update user and asset information in database (as necessary)Follow established processes and procedures.Report to IT any suggestions that will improve process or make support easier or more efficientMaintain exceptional customer service posture at ALL TIMESDocument work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposesRecord and submit checklists or other documentation as required
Skills and Qualifications:3+ years' work experience (minimum) ... 5+ years preferred:HDICSR certification (or similar)preferredStrong customer service skillsPrior experience with service desk support is a MUSTPrior experience working as a desk side support analyst is a plusA+ Certification is a plusProficient in understanding of network, wireless supportKnowledge of best practice security standards and techniques is a plusMicrosoft Windows certification is a plusITIL experience/certification is a plusMust have clean criminal record with the ability to pass finger-print background checkMust be authorized to work in the Unites States
Personal Attributes:Creativity and strong attention to detailAbility to work effectively on tight deadlines, as necessaryExcellent command of English languageOral and written communication skillsExceptional customer service skills, including the ability to interact professionally with a diverse group of customersAbility to work under pressure and stay calm/focused when working with irate customers or usersPositive, productive team playerDesire to learn new skills and improve
Education/Training:Minimum of Associate degree preferred3+ years' experience in Service Desk support. Equivalent combination of education and experience will be considered.