- Assist Cortavo end users with various desktop support related questions, such as setting up Outlook, OneDrive, access via Remote Desktop, printer configurations, internet issues, networking questions, and other Level 1-2 support issues
- Engage with initial calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs
- Ticket maintenance, you will typically spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action
- Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (Autotask, Salesforce, )
- Follow up with and ensure that tickets are being completed in a timely manner, work with escalation team members to ensure tickets are being completed
- Train with the Engineering department as well as Service Desk Analyst peers to improve skills and knowledge. Work with them on more complex issues as time allows
- Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services
- Associates degree (2 years college)
- 2 years IT service desk experience
- 2 years of customer service experience over the phone and email
- Experience with service desk ticketing systems (Autotask)
- General knowledge of Microsoft 365
- General knowledge of Windows 10
- Proficiency in Microsoft Office Suite & Microsoft Teams
- Proficiency in Google Suite, particularly Gmail and Google Docs
- General knowledge of network devices (switches, firewalls, etc)
- Strong written and verbal communication skills; empathetic customer service approach.
- Excellent organizational, time management, and multitasking capabilities
- Bachelors degree (in progress acceptable)
- Managed Service Provider experience
- Microsoft Certifications, particularly Microsoft 365 Certified: Enterprise Administrator Expert and Exam MD-102: Endpoint Administrator.
- Familiarity with IT hardware, software, and managed services technology
- 75% - Service Desk Support (~30 hours/week)
- 20% - Knowledge Base Documentation (~8 hours/week)
- 5% - Professional Development and Certifications (~2 hours/week)
- Competitive salary, as well as employer, contributed health benefits
- Unlimited paid time off
- Marietta, GA office location
- Access to a Company cell phone plan
- A seat on an energetic team that collaborates and pushes each other to be better
- A fast-paced but cooperative environment with endless potential for growth
- Celebration events for team and Company successes throughout the year
-
Service Desk Analyst
2 weeks ago
Cortavo Marietta, United StatesJob Overview: · We are seeking a highly capable Service Desk Analyst who will be responsible for inbound calls and tickets from Cortavo's managed services customers. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with o ...
-
IT Service Desk Analyst
3 weeks ago
Aventis Systems, Inc. Marietta, United StatesJob Overview: · We are seeking a highly capable service desk analyst who will be responsible for inbound calls and tickets from Cortavo's managed services customers. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with o ...
-
Service Desk Analyst
2 weeks ago
Cortavo Marietta, United StatesJob Overview: · We are seeking a highly capable Service Desk Analyst who will be responsible for inbound calls and tickets from Cortavos managed services customers. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with o ...
-
Service Desk Analyst
1 week ago
Cortavo Marietta, United StatesJob Description · Job DescriptionJob Overview: · We are seeking a highly capable Service Desk Analyst who will be responsible for inbound calls and tickets from Cortavos managed services customers. · This Level 2 position will require the ideal candidate to identify and resolve ...
-
Service Desk Analyst
1 week ago
Insight Global Atlanta, United StatesPosition: Service Desk Analyst · Location: 100% Remote (MUST BE LOCAL TO ATL) · Length: 6M CTH · Must Haves: · 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 reset ...
-
Service Desk Analyst
3 weeks ago
Insight Global Dunwoody, United StatesLevel I Service Desk Analyst · 3 year contract · 5 days onsite in Dunwoody area · Must-Haves: · 2-3 years experience providing Tier I support · Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NIC ...
-
Service Desk Analyst
2 weeks 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 ...
-
Service Desk Analyst
4 weeks ago
Crescens Atlanta, United StatesJob 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 ...
-
Service Desk Analyst
4 weeks ago
Crescens Atlanta, United StatesJob Title: - Service Desk Analyst · Location: Atlanta,GA · Duration: 11+ 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 ...
-
Help Desk Analyst
2 weeks 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 ...
-
Service Desk Analyst
52 minutes 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 ...
-
IT Service Desk Analyst
2 weeks 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 ...
-
Help Desk Analyst
2 weeks ago
Cynet Systems Atlanta, United StatesJob Description: · Responsibilities: Field incoming help requests from end users via both telephone and email in a courteous manner. · Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. · ...
-
Help Desk Analyst 2
2 weeks 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. ...
-
Help Desk Analyst 2
3 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 ...
-
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 ...
-
Senior Help Desk Analyst
3 weeks ago
Cynet Systems Atlanta, United StatesJob Description: · Responsibilities: Demonstrated experience with Service Desk application for managing IT requests. · Demonstrated ability to support and troubleshoot laptops, desktops, IP Phones, cell phones, and various applications. · Serve as the first point of contact fo ...
-
Onsite Service Desk Analyst
1 day 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 ...
-
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 ...
-
Senior Service Desk Analyst
1 hour 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, ...
IT Service Desk Analyst - Marietta, United States - Aventis Systems
Description
Job Overview:
We are seeking a highly capable service desk analyst who will be responsible for inbound calls and tickets from Cortavos managed services customers. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The Service Desk Analyst will spend the majority of their day performing remote support and composing knowledge base articles, while working from our Marietta, GA location. The ideal candidate will take an empathetic approach when communicating with customers, and relay technical questions and solutioning in a patient, polished, and professional manner.
This position reports directly to the Service Desk Manager.
Responsibilities:
Required Skills & Qualifications
Preferred Qualifications
Estimated Usage of Time
Work Environment
