Service Desk AnalystiVision Scale LLC • Atlanta, GA, US
Service Desk Analyst
iVision Scale LLC • Atlanta, GA, US
30+ days ago
Job type
- Full-time
Job descriptionDeploy pre-packaged software using distribution tools and processes as requested by end users. Assist in software releases and rollouts according to change management best practices. Assisting in providing Level I support when request volumes are high. Act as an escalation point for advanced or difficult help requests. Build rapport and elicit problem details from service desk customers. Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalate incidents with accurate documentation to suitable internal and external teams, when required. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Use remote tools and diagnostic utilities to aid in troubleshooting. Research solutions through internal and external knowledgebase as needed. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Install antivirus software and ensure virus definitions are up to date. Perform preventative maintenance, including checking and cleaning of workstations and servers, printers, and peripherals. Test fixes to ensure an incident has been adequately resolved. Develop knowledge articles and FAQ lists for end users. Perform post-resolution follow-ups with Level I Analysts as required. Contribute to Service Desk knowledgebase as needed Reinforce SLAs to manage end-user expectations. Provide suggestions for continual improvement. College diploma or university degree in the field of computer science and / or 2+ years equivalent work experience. The following certifications are highly desired Comptia A+ Comptia Network + Google IT Support Professional HDI Support Center Analyst (HDI-SCA) Knowledge of advanced computer hardware, including Apple, Dell, HP, Lenovo, and others as required Experience with desktop and server operating systems, including Windows 7+, Windows Server 2012+, and macOS 10+ Extensive application support experience with Microsoft Office Working knowledge of a range of diagnostic utilities, including ManageEngine Desktop Central Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. Strong documentation skills. Fluent English language skills. Ability to conduct research into a wide range of computing issues is required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly, business-friendly, and technical language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Job Description
Job Description
Job Description – Service Desk Analyst
Description
The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Strategy & Planning
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Alert management to emerging trends in incidents.
Acquisition & Deployment
Operational Management
Position Requirements
Formal Education & Certification
ITIL Foundation
Knowledge & Experience
Personal Attributes
Work Conditions
_____________________________________________________
Create a job alert for this search
Service Desk Analyst • Atlanta, GA, US
Related jobs
Candidates need to be located in Wisconsin / Chicago, IL and Atlanta, GA (basically CST and EST time zones).Work location (Remote / hybrid / City, state) : Fully remote but if based in Wisconsin there is ...Show more
Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share...Show more
The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO).
Within the USO, our administrative operations are primarily hou...Show more
In most jobs, everyone doesnt spontaneously erupt into applause and start raining down high-fives.At Buffalo Wild Wings, thats just a Thursday night.
This is the place to start the next phase of you...Show more
MsoNoSpacing"> We are looking to fill a long-term Contract role as Help Desk Analyst Show more
Collaborates with various departments to ensure the quotes, remixes and sales / customer requirements comply with prescribed pricing, discounts, and accounting guidelines.
Gathers deal requirements to...Show more
Requirement Details : Role : GA DDS Help Desk Analyst 1 Location : Conyers, GA 30013 / Hybrid &l...Show more
Position : Level 1 Help Desk Analyst.Location : 2206 East View Parkway Conyers, GA 30013.MUST have IT Help Desk Call Center exp •.
Provides technical assistance to both internal and external customers ...Show more
Provides leadership and strategic direction for the Shared Services IT's Service Desk function, supporting GSOC, GTC, and OPC, ensuring customer satisfaction with the services provided.Responsible ...Show more
Job Title : Helpdesk Analyst II.The Helpdesk Analyst II is responsible for providing technology support for helpdesk calls.
Resolve calls immediately while on the phone with the customer.Capable of h...Show more
Collaborates with various departments to ensure the quotes, remixes and sales / customer requirements comply with prescribed pricing, discounts, and accounting guidelines.
Gathers deal requirements to...Show more The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO).
Within the USO, our administrative operations are primarily hou...Show more 
Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
Must be Bilingual, Spanish / English.Provides tech...Show more
IT Help Desk / Call Center Analyst.DDS Headquarters – Conyers, GA.Tier 1 technical support to internal and external users in a fast-paced, customer service–focused environment.Handle hi...Show more
Aon is looking for a Resolution Analyst!.We are looking for a Resolution Analyst who will handle benefit, and enrollment related escalations received from our call centers.The Resolution Analyst is...Show more
We create possibilities that move life and commerce forward.Every day, our supply chain commerce technology connects two billion people to 20 billion consumer choices.
In the warehouse, on the road ...Show more
Established in 1994, NiteLines USA has successfully delivered contract support services to more than 144 government institutions and medical treatment facilities across the country.We’re a dy...Show more
The Senior Lead Cybersecurity Architect is responsible for defining the principles, standards, and design patterns to build secure products and enterprise tools for all of Cox Automotive's multi-cl...Show more
GEHC - Sales Support Analyst - Specialist I
Axelon Services Corporation • Duluth, GA, US
Temporary
Last updated: 30+ days ago • Promoted
Implemented Solutions Contact and Servicing Analyst
Credit Acceptance Corporation • Atlanta, GA, US
Full-time
Last updated: 5 days ago • Promoted
Service Delivery Analyst
InsideHigherEd • Atlanta, Georgia, United States
Full-time +1
Last updated: 30+ days ago • Promoted
Server – Customer Service
Buffalo Wild Wings • Newnan, GA, US
Part-time
Last updated: 30+ days ago • Promoted
Help Desk Analyst
Stellar Professionals • Conyers, GA, United States
Full-time
Quick Apply
Last updated: 4 days ago
Sr. Analyst I, Deal Desk - Internal Growth Opportunity
NEXTGEN Healthcare • Atlanta, GA, United States
Full-time
Last updated: 7 days ago • Promoted
Bilingual Help Desk Analyst (Conyers, GA)
Avacend • Conyers, GA, United States
Full-time
Quick Apply
Last updated: 4 days ago
Bilingual-Help Desk Analyst
nLeague • Conyers, GA, US
Full-time
Last updated: 3 days ago • Promoted
Manager, IT Service Desk
Oglethorpe Power • Tucker, GA, US
Full-time
Last updated: 30+ days ago • Promoted
HELP DESK ANALYST II
Milner • Peachtree Corners, GA, US
Full-time
Last updated: 30+ days ago • Promoted
Sr. Analyst I, Deal Desk - Internal Growth Opportunity
NextGen Healthcare • Atlanta, GA, United States
Full-time
Last updated: 4 days ago • Promoted
Service Desk Specialist I
InsideHigherEd • Atlanta, Georgia, United States
Full-time +1
Last updated: 30+ days ago • Promoted
Help Desk Analyst 1
Apidel Technologies • Conyers, GA, US
Full-time
Last updated: 30+ days ago • Promoted
IT Help Desk-Conyers, GA-Hybrid
INFO ORIGIN INC • Atlanta, GA, US
Full-time
Last updated: 3 days ago • Promoted
Resolution Analyst
Aon • Alpharetta, GA, United States
Full-time +1
Last updated: 30+ days ago • Promoted
Deal Desk Analyst
Manhattan • Atlanta, GA, US
Full-time
Last updated: 30+ days ago • Promoted
Help Desk Analyst (779877)
NITELINES USA, INC • Conyers, GA, US
Full-time
Last updated: 4 days ago • Promoted
Senior Lead Cloud Security Architect
Cox Automotive • Austell, GA, United States
Full-time
Last updated: 30+ days ago • Promoted