Service Desk Analyst (3rd Shift)

World Wide Technology Healthcare Solutions•Jenks, OK

1d•$22 - $28•Remote

About The Position

The WWT Service Desk serves as the first point of contact for multiple ATS service offerings and acts as the central hub for all calls, incidents, requests, and records entering the ATS Operations Center and Managed Services. Service Desk Analysts play a critical role in logging, categorizing, prioritizing, and routing requests appropriately. A key responsibility is keeping users informed of their ticket status and progress at predetermined intervals throughout its lifecycle. The WWT IS Service Desk handles both client-facing and internal tickets/calls.

Requirements

College degree or 2 years of experience in an IT service desk environment.
Experience supporting customer incidents, requests, and problems in an IT environment.
Excellent customer service and communication skills (written & verbal).
Knowledge of MS Windows, MS Office, and ServiceNow.
Ability to prioritize and multitask effectively in a high-paced environment.
Strong problem-solving skills and ability to work within defined methodologies.
Ability to work independently and in a team-oriented environment
Able to work first, second, or third shift in a 24X7 operation. (CST Timezone)

Nice To Haves

ITIL Foundation Certification
Prior IT Service Desk experience preferred.

Responsibilities

Provide first-line IT support through phone, email, chat, and web sessions.
Gather and document relevant information from customers, using support tools and additional resources as needed.
Accurately log all incidents, requests, and troubleshooting steps in the ticketing system.
Resolve basic technical issues and escalate complex issues per SLA guidelines.
Maintain high levels of customer service 24/7/365 (multiple shifts).
Ensure timely triage and escalation of issues per SLA requirements.
Communicate ticket status updates to users at key intervals.
Build positive relationships with customers through professional and proactive support.
Follow established policies, processes, and procedures while identifying areas for improvement.
Document resolutions and contribute to knowledge base updates.
Assist in cross-training team members on quick fixes and troubleshooting steps.
Support multiple clients with professionalism and insight.
Maintain working knowledge of data and voice network concepts.
Adhere to ITIL best practices and service management standard.