- 3-5 years of experience in a Service Desk/Desktop Support Role
- Experience handling major incidents over the phone, chat, and working through tickets
- Password resets, unlocking accounts, phone issues
- Customer Service skills (phone presence, friendly personality, etc.)
- ServiceNow experience
- Attendance/responsiveness are HUGE
- ServiceNow expérience
- ITIL
- Working for a university environment
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Service Desk Analyst
4 days ago
HexaQuEST Global, Inc. Atlanta, United StatesJob Description: · Purpose: · The Atlanta Public School System is seeking the services of a Service Desk Analyst to provide direct first-line level 1 service desk support to Client schools and administrative locations. · Summary: · The Service Desk Analyst will work with a tea ...
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IT Service Desk Analyst
6 days ago
Kilpatrick Townsend & Stockton Atlanta, United StatesKilpatrick, a large international law firm, is seeking a Service Desk Analyst for our IT Department, working remotely. This position will be part of our team of attorneys, paralegals and support staff providing a high level of service to both internal and external clients. At Kil ...
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Help Desk Analyst
3 days ago
InTown Suites Atlanta, United StatesPosition Summary: · The Help Desk Analyst is responsible for consulting with users to determine hardware, software and system functional specifications. The Help Desk Analyst is responsible for tracking and managing support requests, research, identify and support computer-relat ...
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Senior Service Desk Analyst
2 weeks ago
CRH Atlanta, United StatesJob ID: 497329 · Exempt · Oldcastle InfrastructureTM, a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're more than just a manufacturer of precast concrete, polymer concrete, ...
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Help Desk Analyst
1 week ago
PRGX Atlanta, United StatesAbout PRGX Global, Inc · ABOUT PRGX · We provide the business intelligence to unlock incremental value from data and expand impact across our clients' organizations for healthier whole businesses. PRGX pioneered Recovery Audit nearly 50 years ago and is now the global leader in s ...
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Help Desk Analyst
1 week ago
PRGX Global, Inc. Atlanta, United StatesJob Description · Job Description · SUMMARY: · This role will support Global PRGX employees with hardware, software and technical troubleshooting. The ideal candidate will have a strong understanding of computer hardware and software, excellent problem-solving skills, and a custo ...
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IT Help Desk Analyst
2 weeks ago
RCS Professional Services Atlanta, United StatesJob Description · Job DescriptionJob Description · Premier Managed IT Service Company that delivers IT products and services to small businesses nationally is looking to add an experienced, Help Desk Engineer in their Georgia office. This position will provide growth opportunitie ...
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Help Desk Analyst 2
5 days ago
LanceSoft Atlanta, United StatesTitle: Help Desk Analyst 2 · 3-month project · Must be local to Metro Atlanta. · Qualifications: · • Associate's degree in a related field from an accredited college or university · • OR Two years of experience at the lower-level Help Desk Analyst 1 or position equivalent. ...
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Help Desk Analyst I
1 week ago
IDR Healthcare Atlanta, United StatesHelp Desk Analyst 1 · One of IDR's largest clients is looking for a Help Desk Analyst 1 to join its team in Atlanta, GA This individual will provide technical assistance to computer users in person, over the phone, and via email. · This role is 100% onsite in Atlanta, GA. · Res ...
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Help Desk Analyst 2
1 week ago
Tekwissen Atlanta, United StatesOverview: · TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learn ...
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Senior Service Desk Analyst
1 week ago
Oldcastle Infrastructure Atlanta, United StatesJob ID: · Exempt · Oldcastle Infrastructure , a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're more than just a manufacturer of precast concrete, polymer concrete, or pla ...
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REMOTE Help Desk Analyst
1 week ago
Midas Consulting Atlanta, United StatesShort Description: · The Client, Office of Information Technology is seeking candidates for the position of ID Analyst located in Atlanta, Georgia. · Complete Description: · *THIS IS NOT A TECHNICAL SUPPORT POSITION. THIS POSITION IS AN ADMINISTRATIVE ROLE · *Local Metro Atlanta ...
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Help Desk Analyst
1 week ago
Colonial Pipeline Alpharetta, United StatesColonial has provided a wide range of opportunities for job candidates who are highly qualified, skilled, motivated and team players. Employees find exciting opportunities to grow and develop their careers at a stable company which offers a generous compensation and benefits pack ...
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Help Desk Analyst 2
2 weeks ago
Tekwissen Atlanta, United StatesOverview: · TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learn ...
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Help Desk Analyst
1 week ago
Colonial Pipeline Alpharetta, United StatesColonial has provided a wide range of opportunities for job candidates who are highly qualified, skilled, motivated and team players. Employees find exciting opportunities to grow and develop their careers at a stable company which offers a generous compensation and benefits pack ...
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Onsite Service Desk Analyst
2 weeks ago
Insight Global Atlanta, United StatesInsight Global is hiring for a team of Service Desk Analysts to support one of our healthcare customers. Responsibilities include: · Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution o ...
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Service Desk Analyst II
2 weeks ago
Emory Healthcare/Emory University Atlanta, United StatesOverview · Be inspired . Be rewarded. Belong. At Emory Healthcare. · At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoingmentorshipand leadership programs for all types of jobs, and a supportive environment that enables you to ...
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AML Help Desk Analysts
5 days ago
Insight Global Atlanta, United StatesJob Description · Insight Global is looking for (8) Senior AML Analysts to work in the Atlanta, GA area supporting a large financial client. Their main responsibility is to triage questions and coaching support through remote support mainly via email and phone from various locati ...
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Deals Desk Pricing Analyst
2 weeks ago
Genuine Parts Company Atlanta, United StatesIs part of your DNA pricing and analytics? Do you have a great background in pricing analysis while leading a company to set competitive and profitable pricing in the marketplace? If your answers are yes, then this Pricing Management Analyst role is for you We are looking for som ...
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Service Desk Analyst
2 weeks ago
Volt Atlanta, United StatesThe Service Desk Analyst is responsible for the day-to-day operations of the Service Desk, including but not limited to, incident management, request fulfilment, knowledge management, and reporting. The Service Desk Analyst will work closely with the Service Desk Manager to ensur ...
Service Desk Analyst - Atlanta, United States - Insight Global
Description
Position: Service Desk Analyst
Location: 100% Remote (MUST BE LOCAL TO ATL)
Length: 6M CTH
Must Haves:
Plusses:
Job Description:
This candidate will be joining the Service Desk team as an Analyst with Emory University. The team is responsible for handling all major incidents throughout the university. The candidate in this role will be handling support via phone, chat, and tickets. Password resets, unlocking accounts, and dealing with phone issues are some of the most common issues they will be resolving. This team escalates any major issues to the Tier 2 Support Team. Within the first 6 months the Service Desk will be evaluated on the amount of calls they answer, positive surveys, and attendance
Job Summary
The Service Desk Analyst provides technical support to Emory customers (i.e faculty, staff and students) with various issues (e.g., accounts, outages, telephony, procedures, etc.) to maintain customer functionality and satisfaction. He/She responds to service requests and incidents over the phone, via ticketing system, chat, Zoom and maintains a strong understanding of OIT IT (Information Technology) functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) colleagues This position creates Major Incident Notifications (MINs/SIAs) to resolve issues and assign tickets to IT resources. He/She recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies. This position alerts SD management and staff resources to provide rapid responses to incidents, problems and outages.
Performance Metrics
First Call Resolution
Ticket Logging
Request Fulfillment
Knowledge Centered Support
Major Incident Communication
Customer Satisfaction