IT Service Desk Analyst

TEKsystems•Orlando, FL

1d•$18 - $21•Hybrid

About The Position

This person will be providing services to internal employees. They will work through incoming calls and emails. The will be creating tickets through servicenow. The main priority is first call resolution. The most common issues will be password resets and oracle questions. The Service Desk Technician is a highly motivated, passionate and detail oriented Customer Service advocate looking to learn and grow in a fast paced environment. This position will be a member of the Tier 1 Team, and will be the primary point person for all customers and personnel, with the intent of resolving most customer related application and service issues during first contact. The candidate will be expected to interact with customers, peers, escalation Teams, and Leadership via phone, Instant Messenger, video, and email to ensure customer issues are resolved per approved Service Level Agreements (SLAs) metrics. This position is subject to shift work and a candidate will be expected to move to different shifts as needed.

Requirements

IT Service Desk analyst experience
Must have understanding with respect to monitoring, managing and maintaining local and remote customer applications and services.
Must have working knowledge of network and systems, and recommended troubleshooting techniques.
Ability to quickly and efficiently address customer needs by providing solutions to customer issues, or escalating to Escalation Team for prompt resolution.
Excellent verbal and written communications skills with ability to build relationships at all levels of the organization.
Must have a working understanding of the ITIL framework.
Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision.
Exceptional Customer Service skills.
Keen attention to detail.
Able to effectively prioritize and perform Service Desk tasks in a fast paced environment.
Excellent analytical, organizational and technical skills.
Must be able to work evening/late night schedule: Monday - Friday 6pm - 3am EST or Tuesday-Saturday 7pm-4am EST.

Nice To Haves

Person must be professional, very well polished and well spoken.

Responsibilities

Primary Point of Contact for internal customer issues per approved SLA metrics.
Monitors the progress of Incidents and Problems, and provides timely updates to customers, Information Technology personnel, and Leadership Team.
Performs Best Practices application and systems diagnosis and troubleshooting techniques in other to resolve all service affecting issues.
Coordinates and escalates complex issues to the Escalation and Leadership Teams when necessary.
Works with peers and management to resolve technical issues.
Documents all communication in the Ticketing System, and updates customers regularly on active tickets.