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Cleveland

    Helpdesk / Desktop Support Technician: MS 365, Azure AD / AD, ITIL V3 or other ITSM frameworks - Cleveland, United States - Kore 1

    Kore 1
    Kore 1 Cleveland, United States

    5 days ago

    Default job background
    Technology / Internet
    Description

    Compensation depends on experience but is typically $44-55K.

    THIS ROLE IS FULLY ONSITE IN CLEVELAND, OH

    REQUIRED SHIFT IS 11 AM TO 8 PM WITH FLEX AS NEEDED (GIVE OR TAKE 1 HOUR) FOR BUSINESS NEEDS.

    KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Helpdesk / Desktop Support Technician: MS 365, Azure AD / AD, ITIL V3 or other ITSM frameworks

    Main Purpose:

    • The Service Analyst is an IT support professional with technical capability to help resolve colleagues IT related issues via email, phone, remote access or in person.
    • To work with toolsets such as our IT's service desk and other IT management applications ensuring information entered is accurate and of high quality.
    • To assist and support colleagues in the IT Services Team to deliver a highly effective, premium customer service.

    Core Accountabilities:

    • Processing support ticket (Incidents and Service Requests) through their lifecycle
    • Resolving access related problems such as password, account lockouts etc
    • Assisting with, planning, and undertaking scheduled maintenance and upgrades governed by Change Control (Change Enablement)
    • Setting up accounts for staff and approved contractors in accordance with documented security protocols, ensuring that they know how to log in
    • Administer Microsoft 365 access; create, edit and delete accounts including privilege users; investigate and troubleshoot faults reported.
    • Support the company end user device estate, including troubleshooting issues as well as managing security patching and updates as well as proactive maintenance in line with company processes.
    • Respond to, investigate, diagnose, and resolve local and remote colleagues' software issues raised on ServiceDesk+
    • Liaising, supervising and assisting visiting engineering and technical staff.
    • Progressing colleagues' Service Requests, according to the guidelines and protocols
    • Maintaining records for software licenses, consumables, and other supplies
    • Contributing to the development and the implementation of Service Management processes and other continuous Improvement activities alongside the management team
    • Manage Change Request and Transition related tasks though the lifecycle for the IT department and external suppliers according to guidance and protocols.
    • Entry, maintenance and administration of "CMDB' type data (eg Hardware Asset related data)
    • Assist in the creation and production of service reports.
    • Provide support to IT Services leads and undertake activities as directed.

    Key Outputs/Results:

    • Demonstrate part in the high performing operation of the IT ServiceDesk + function.
    • Work with internal and external resolution teams to resolve Incidents and Service requests within agreed SLAs.
    • Ensuring Communication to colleagues via the Service Desk tool is clear and well presented.
    • Contributing to root case analysis, validation of data accuracy and reducing discrepancies
    • Accurate records of various IT assets onsite and for users registered to that site.
    • Answer queries and questions from the business and IT management and responding to any escalations ensuring service continuity.
    • Work with Change Management and other IT suppliers to ensure the effective delivery of changes.
    • Support IT Service management in any supplier management activities
    • Provide the effective communication and work patterns to ensure collaborative and efficient working with other Service Analyst(s) onsite

    Key Relationships:

    • Member of the UK and USA based IT Service Support Analyst team
    • Business process "Super Users' and business operational managers
    • Internal IT Service and project delivery teams
    • External 3rd party supplier support teams and supplier managers
    • IT Leadership Team members
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