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Service Desk Analyst
TEKsystemsDenver, CO, US30+ days ago
Job type
- Full-time
Job descriptionPrior Service Desk or Desktop Support experience required Incident Management experience Basic user & security group Active Directory administration experience Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 Experience with using and troubleshooting Outlook 2010, 2013, Office 365 within a corporate network environment (permissions, calendaring, delegation) Familiarity supporting VPN issues Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory Familiarity with home network troubleshooting
Job Description
Job Description
Job Responsibilities :
- Troubleshoot software, hardware and connectivity issues remotely.
- Ability to understand & articulate root cause on customer issues.
- Log all Service Desk contacts into Incident Management System (ServiceNow)
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
- Familiarity with encryption and security tools and triaging within this environment.
- Assist customers in gaining access to various systems and servers.
- Provide support for remote employees using Citrix environments.
- Deploy / patch software using LANDesk technologies.
- Communicate call trends and challenges team meetings.
- The ability to take on small projects from start to finish.
- Knowledge Base and process documentation skills.
- Work closely with the team to resolve or properly close aging tickets.
- Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Analyze and resolve incidents with a goal of 90% First Call Resolution
Requirements :
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Service Desk Analyst • Denver, CO, US