Service Desk Analyst

TEKsystems•Westlake, OH

1d•$18 - $23•Hybrid

About The Position

This is a 24/7 Phone support environment. This role is focused on "networking support" rather than just password resets. The majority of technical issues are at retail locations, leading to more calls about POS, network connectivity, etc. The team supports internal employees as well as employees at truck stops and convenience stores, primarily focusing on POS hardware, software, credit card readers, network connectivity, and receipt printers. The role requires the ability to communicate technical issues in layman's terms to non-technical users. After calls, the individual will document issues in ServiceNow. The POS systems run on both Windows and Linux. The ability to handle 30-40 calls/tickets per shift, type quickly, and possess general computer knowledge is required. The Service Desk Associate will provide first-line support for remote users on core business applications in a real-time, fast-paced environment. Responsibilities include handling inbound trouble calls and requests, troubleshooting and resolving level 1 issues, researching and resolving level 2 issues, and escalating advanced issues as needed. Proactive ticket follow-up for successful closure is also expected. The environment includes proprietary software and a complex system. Help desk staff will also develop, maintain, and contribute to a 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!
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 issues 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.