Service Desk Analyst

TEKsystems•Westlake, OH

3d•$18 - $23•Remote

About The Position

This is a 24/7 Phone support environment. This role is really more "networking support" than a password reset service desk. With it being third shift, most of the technical issues are at the retail locations and not corporate/HQ, which leads to more calls around POS, network connectivity, etc. This team supports internal employees as well as the employees at the truck stops and convenient stores. The majority of the support is at the retail locations supporting the POS hardware, software, credit card readers, network connectivity, receipt printers, etc. This role involves incoming calls from users that can be non-technical, so the ability to ask questions in layman's terms is imperative. After calls, this person is responsible for documenting the issue in ServiceNow (ticketing system) but they are moving to ServiceNow so that will switch. This environment does have Windows and Linux as the POS systems run on both. The ability to take 30-40 calls/tickets per shift, typing quickly, general computer knowledge is all required. The 2nd shift does take less calls and it is not nearly 30-40 as that is more first shift call volume. The Service Desk Associate will provide first line support for remote users on core business applications. This is a real-time, fast-paced environment. Will handle inbound trouble calls and requests; troubleshoot and resolve level 1 issues; research and resolve level 2 issues; and escalate as needed for advanced issues. Will be responsible for proactively following up on tickets to ensure successful closure. The environment includes proprietary software in a complex environment. In addition to supporting customers, the help desk staff will also develop, maintain, and contribute to support knowledge base and other documentation.

Requirements

3+ years experience in user and customer support
Knowledge of software and operating system support
Patience and excellent communication skills!
Windows, Linux, MS Office Troubleshooting and problem solving over the phone
User interaction/communication (oral and written)
Ability to take 30-40 calls/tickets per shift
Typing quickly
General computer knowledge

Nice To Haves

Knowledge of retail, POS, or customer-facing product support is highly preferred
Someone who comes from a NOC Background will work out well!
Need to be more network-support than anything
Cisco and Networking support
Windows 10
Office 365
Point of Sale / POS
servicenow
troubleshooting
customer service
network support

Responsibilities

Provide first line support for remote users on core business applications.
Handle inbound trouble calls and requests.
Troubleshoot and resolve level 1 issues.
Research and resolve level 2 issues.
Escalate as needed for advanced issues.
Proactively follow up on tickets to ensure successful closure.
Develop, maintain, and contribute to support knowledge base and other documentation.
Document issues in ServiceNow.