Overview :
The Service Desk Analyst has a very wide array of tasks all surrounding in-bound phone calls. This role is responsible for supporting end users in a 24x7 capacity, with Majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and / or resolve issues. Role will also involve responding to e-mails and Chats.
Experience :
1-2 years of help desk / call center experience
1-2 years of experience working with “help desk ticketing tools” i.e. Service Now
Experience supporting Work from Home end-users
Experience working remotely yet as a team member
Skills :
Ability to troubleshoot common Windows related issues
Working knowledge of Active Directory
Working knowledge of Domain hierarchy
Working knowledge of Microsoft Windows OS
Microsoft Office Products including :
Word, Excel, Outlook, PowerPoint
Remote meeting software including :
Microsoft Teams, Cisco WebEx, Zoom
Troubleshooting VPN Clients – Citrix NetScaler, Cisco VPN
Strong written and oral communication
Ability to learn and troubleshoot custom applications
Non-Technical Requirements :
Great “people skills” with demonstrated ability to communicate with a wide verity of end users including many that have little or no “technical” skills.
The ability to listen to the end user and understand their needs and perspectives.
Sense of urgency in supporting the end user – returning the ability for them to perform their job.
Hardware :
The successful candidate will be working remotely as part of a larger team. While TEKsystems will provide a company laptop, there are some physical needs that the candidate will need to provide.
Secure / quiet location to work
Personal high speed internet connection (no hot spots or public internet locations)
Cell phone with good reception
Speakers / Mic to ensure quality audio during conversations, a USB headset will also be provided.
helpdesk, call center, service desk, Phone support, Support, Help Desk, Service Desk, Servicenow, Vpn, Troubleshooting
helpdesk, call center, service desk,Phone support,Support
Strong written and oral communication
Entry Level
About TEKsystems :
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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