TEKsystems
Service Desk Analyst
TEKsystems, Phoenix, Arizona, United States, 85003
Description:
Mid Level: Skills equiv. to 3-5 years in comparable position.
Responsible for helpdesk and/or desktop support for internal support.
Experience with 1st and/or 2nd level support.
Strong customer service skills, strong people and interpersonal skills.
Must have strong verbal and written communication skills.
Responsibilities:
• Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Provides incident status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management
• Required Experience: 2+ years of experience working in a service desk or customer service environment Minimum 1 year technical support experience Minimum 1 year chat support experience Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager) Ability to type at least 40 words per minute Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information
Training: Candidate will go through a 2 week training period once they are brought onboard with an in-house trainer.
Skills:
Help desk, Windows 10, Active directory, remedy, Windows, Technical support, Troubleshooting, Support
Top Skills Details:
Help desk,Windows 10,Active directory,remedy,Windows,Technical support,Troubleshooting,Support
Additional Skills & Qualifications:
• Currently the National Service Desk team supports around 1500 internal applications
• Ideal candidates will have experience supporting mobile devices to include iPhones and iPads, and if they have worked with MobileIron that would be a plus
• This team does zero face to face interaction with users and they will not be supporting hardware
• Currently agents take around 30-40 calls and chats a day
• Candidates need to be good with working with a Knowledge Base to be able to lookup issues to help them in resolving the issues with users.
• Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed.
• Candidate must be able to receive constructive feedback
• Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand
• Candidate must have experience with working with ticketing systems (ex. Remedy or Smart IT) , SCCM, Active Directory, Remote Tools, and MS Office
• Manager indicated that he has had some success in the past with resources that have worked at Best Buy (Geek Squad).
Education/Experience: Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information
Note:
• Candidates will have the possibility to convert over as a full time resource after 6 months based on performance.
• Manager only wants to see candidates that have current or previous Service Desk experience. Manager does not want to see candidates that are System Admin etc., but candidates that have done “PHONE Support”
• It is very important that potential candidates are aware that they will have to take a lifetime background as the client has them to complete fingerprint testing, as well as they will have to clear our background . This is very important, as the manager indicated that has been an area of frustration in the past.
Experience Level:
Expert Level
About TEKsystems:
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.
Mid Level: Skills equiv. to 3-5 years in comparable position.
Responsible for helpdesk and/or desktop support for internal support.
Experience with 1st and/or 2nd level support.
Strong customer service skills, strong people and interpersonal skills.
Must have strong verbal and written communication skills.
Responsibilities:
• Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Provides incident status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management
• Required Experience: 2+ years of experience working in a service desk or customer service environment Minimum 1 year technical support experience Minimum 1 year chat support experience Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager) Ability to type at least 40 words per minute Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information
Training: Candidate will go through a 2 week training period once they are brought onboard with an in-house trainer.
Skills:
Help desk, Windows 10, Active directory, remedy, Windows, Technical support, Troubleshooting, Support
Top Skills Details:
Help desk,Windows 10,Active directory,remedy,Windows,Technical support,Troubleshooting,Support
Additional Skills & Qualifications:
• Currently the National Service Desk team supports around 1500 internal applications
• Ideal candidates will have experience supporting mobile devices to include iPhones and iPads, and if they have worked with MobileIron that would be a plus
• This team does zero face to face interaction with users and they will not be supporting hardware
• Currently agents take around 30-40 calls and chats a day
• Candidates need to be good with working with a Knowledge Base to be able to lookup issues to help them in resolving the issues with users.
• Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed.
• Candidate must be able to receive constructive feedback
• Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand
• Candidate must have experience with working with ticketing systems (ex. Remedy or Smart IT) , SCCM, Active Directory, Remote Tools, and MS Office
• Manager indicated that he has had some success in the past with resources that have worked at Best Buy (Geek Squad).
Education/Experience: Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information
Note:
• Candidates will have the possibility to convert over as a full time resource after 6 months based on performance.
• Manager only wants to see candidates that have current or previous Service Desk experience. Manager does not want to see candidates that are System Admin etc., but candidates that have done “PHONE Support”
• It is very important that potential candidates are aware that they will have to take a lifetime background as the client has them to complete fingerprint testing, as well as they will have to clear our background . This is very important, as the manager indicated that has been an area of frustration in the past.
Experience Level:
Expert Level
About TEKsystems:
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.