- Troubleshoot and resolve tickets within SLAs
- Follow standard processes and procedures
- Focus on excellent customer service
- Collaborate closely with customers to meet their needs
- Coordinate with teams across different locations
- Seek continuous self-improvement
- Support on-call rotation if required
- Manage calls and incidents effectively
- Resolve password and account access issues
- Communicate with internal and external customers
- Initiative, mature judgment, and discretion
- Ability to thrive in dynamic environments
- Strong written and verbal communication skills
- Experience with enterprise ticketing systems
- Self-motivated with a focus on customer satisfaction
- Knowledge of Microsoft operating systems
- Bachelor's Degree in IT or equivalent experience
- Minimum 1 year experience in IT support
- ITIL Service Management experience is a plus
- Active Directory knowledge is beneficial
- CompTIA IT Certifications are advantageous
- Helpdesk experience in an enterprise environment
- Experience with formal ticketing systems
- Proven track record of exceptional customer service
- 100% Remote
- Drug Test Required
- Great opportunity to join a fast-growing company and team
- Internal career growth opportunities
- Company experiencing growth through acquisitions
- $2.5 Billion valued company
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Service Desk Analyst - Greensboro, United States - TEKsystems
Description
Service Desk Analyst Level 1 at Growing Company
The Service Desk is the main point of contact for employees and customers at a renowned company. As a Service Desk Analyst I, you will handle incoming calls, track information, and use your expertise to solve level 1 incidents efficiently. If needed, you will escalate unresolved issues to the appropriate support teams. This role involves troubleshooting end-user problems, providing desktop support, and collaborating with various teams to deliver results.
Essential Duties and Responsibilities:
Minimum Skills and Competencies:
Desired Skills:
Top Skills Details:
Additional Information:
EVP - Employee Value Proposition:
Work Environment:
The company offers a corporate environment with ongoing growth. Employees have the chance to learn and develop within a supportive setting.
Additional Skills:
Strong documentation, teamwork across different locations, and effective communication are crucial for this role.
Impact to the Internal/External Customer:
The IT support provided ensures the business runs smoothly, minimizing downtime and maximizing productivity. This frontline support enables higher-level IT staff to focus on strategic tasks.
