Service Desk Analyst - Atlanta, United States - Crescens

Description

Job Title:
Service Desk Analyst


Location:
Atlanta,GA

Duration: 6+ months


DESCRIPTION:

The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations.

Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.

Scope of Work/Key Responsibilities:
Monitor telephone system and take calls from Client users

Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA's

Escalate incidents to level 2 or level 3 support according to established processes and procedures

Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed

Remotely connect to user computers and assist with resolving issues as necessary.

Perform proactive support activities including but not limited to:

Ensuring that antivirus software installed on all machines and scans are completed routinely.

Update user and asset information in database (as necessary)

Provide support for Client IT projects (as needed)

Follow established processes and procedures.

Report to IT any suggestions that will improve process or make support easier or more efficient

Maintain exceptional customer service posture at ALL TIMES

Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes

Record and submit checklists or other documentation as required


Skills and Qualifications:
years' work experience (minimum years preferred:

HDICSR certification (or similar)preferred

Strong customer service skills

Prior experience with service desk support is a MUST

Prior experience working as a desk side support analyst is a plus

A+ Certification is a plus

Proficient in understanding of network, wireless support

Knowledge of best practice security standards and techniques is a plus

Microsoft Windows certification is a plus

ITIL experience/certification is a plus

Must have clean criminal record with the ability to pass finger-print background check

Must be authorized to work in the Unites States

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