- Handle incoming customer calls and emails, resolving 70% of issues independently.
- Escalate advanced issues to second-level support teams as needed.
- Perform password resets and address general IT inquiries.
- Maintain timely and accurate documentation of all support activities.
- Ability to understand and meet customer expectations effectively.
- Proficiency in working independently and collaboratively in a dynamic team environment.
- Strong problem-solving skills, capable of analyzing complex issues with minimal guidance.
- Prioritization skills to manage multiple tasks and deadlines efficiently.
- Excellent communication skills, both oral and written.
- Ability to provide and maintain technical documentation.
- Proficient in Windows 10 and 11 operating systems.
- Familiarity with service desk ticketing systems.
- Understanding of incident and problem management processes.
- Knowledge of asset management principles.
- IT education or equivalent experience required.
- Minimum of 2 years of experience in an IT service desk role.
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Service Desk Analyst - Richmond, United States - TECHEAD
Description
TECHEAD is celebrating over thirty-five years of incredible heritage, talent, and accomplishments To learn more about TECHEAD, visit us at or on Glassdoor.
Service Desk Analyst
We are seeking an experienced Service Desk Analyst who possesses excellent problem-solving skills and a passion for delivering exceptional customer service. The ideal candidate will excel in a fast-paced, team-oriented atmosphere, managing incoming customer inquiries and providing IT support.
~12+ Month Contract
~ Local Candidate Only
~Richmond, VA
Key Responsibilities
Skills and Abilities
Technical Proficiency:
Education and Experience:
TECHEAD's mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees is a reflection of who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won't strive for anything less.
TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
For more information on TECHEAD please visit .
No second parties will be accepted.
