Crescens
Service Desk Analyst
Crescens, Atlanta, Georgia, United States, 30383
Job Title:
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Service Desk AnalystLocation: Atlanta,GADuration: 11+ months
DESCRIPTION:
The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.
Scope of Work/Key Responsibilities:Monitor telephone system and take calls from Client usersLog 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)Provide support for Client IT projects (as needed)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 requiredSkills and Qualifications:
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
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Service Desk AnalystLocation: Atlanta,GADuration: 11+ months
DESCRIPTION:
The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.
Scope of Work/Key Responsibilities:Monitor telephone system and take calls from Client usersLog 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)Provide support for Client IT projects (as needed)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 requiredSkills and Qualifications:
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