Help Desk Analyst
GTT•Montgomery, AL
•Onsite
About The Position
We are seeking a Help Desk Analyst to serve as the 1st Point of Contact for clients and customers. This role involves performing general troubleshooting via phone or email, documenting issues and resolutions in ServiceNow, and routing unresolved tickets to appropriate Tier 2 staff. The analyst will also follow up with clients, update Service Desk procedures, and perform limited systems administration. The position requires diagnosing and resolving problems using documented procedures and checklists.
Requirements
- 1 year Service/Help Desk experience
- General knowledge of troubleshooting and Tier 1 application support
- Great customer service skills
- Excellent communication skills both written and verbal
- Good understanding of computers, operating systems, Office 365, and various technology products
- Proficient with MS Office Word and Excel
- Demonstrated ability to produce and edit documentation (e.g. wireframes/ mockups/ prototypes/ report design etc.)
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amount of information with attention to detail and accuracy
- Ability to take initiative, prioritize duties, problem solve, work independently and within a team environment, pay close attention to detail, meet deadlines, do appropriate follow-up
Nice To Haves
- Knowledge of Ivalua Procurement application
- Knowledge of CGI Advantage application
- Knowledge of CGI HRM application
- Experience with support or configuring ERP style applications
- Two years of experience in troubleshooting and installing business and/or Government applications software
- 1 year of credit from an accredited college or technical school in the field of Information Systems
Responsibilities
- Serve as the 1st Point of Contact for clients and customers
- Perform general troubleshooting with customer via phone or email contact
- Document client/customer issues and requests, troubleshooting steps, and resolutions via ServiceNow ticketing system
- Route unresolved tickets to appropriate Tier 2 staff
- Follow-up and update clients/customers and internal teams as appropriate
- Follow, review, and update all Service Desk procedures
- Limited systems administration work
- Diagnose and resolve problems using documented procedures and checklists in the performance of most responsibilities
- Resolve, escalate, and track customer service tickets through to resolution
Benefits
- Medical, Vision, and Dental Insurance Plans
- 401k Retirement Fund
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
