Service Desk Analyst - El Dorado Hills, United States - LeadStack Inc.

LeadStack Inc. El Dorado Hills, United States

3 weeks ago

Description

LeadStack Inc. is an award-winning, one of the nation's fastest-growing, certified minority-owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we're proud to partner with some of the most admired Fortune 500 brands in the world.

Job Title: Service Desk Support

Location: El Dorado Hills, CA (Onsite)

Duration: 6+ months

Direct Client

Top Skills: Experience in Service Desk/Call Center, Service Now Ticketing, and Office 365 troubleshooting

Job Description:

Responsible for the remote support to users with technical problems and information technology issues involving personal computers and network services in an advanced network environment. Provides support (via telephone), diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users. Provides end-user support and general training (via telephone) in the use of various software packages and in-house developed software. Provides case status updates and metric reports to management. Develops, documents, implements and audits standard operating procedures and customer service guidelines relating to remote IT support. Able to function independently and produce results that meet standards of quality, timeliness and acceptability. Minimal supervision and general direction. Performs work that is varied and moderately complex. Implements designs or approaches developed by others. Ability encompasses broad knowledge of concepts, practices and procedures within particular field of specialization. Generally requires 1 to 2 years of professional experience fast-paced, high volume, IVR based Service Desk.

Required Skills:

High quality Customer Service skills (empathy, probing questions to gain understanding, I can attitude)

Office 365 troubleshooting

Virtual Desktop Infrastructure troubleshooting

Remote Desktop troubleshooting

Responsibilities:

Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions.

Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users.

Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software.

Provides case status updates and metric reports to management.

Develops, documents, implements and audits standard operating procedures and customer service guidelines relating to remote IT support.

Increased production standards.

Increased CSAT goals.

Assist with knowledge article creation.

SME for critical business function/services.

Other duties as assigned.

Desired Skills:

Active Directory experience

Microsoft Exchange experience

Microsoft Azure experience

know more about current opportunities at LeadStack , please visit us on

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