EI
Live Expert Service Desk Analyst
eTeam Inc.
🇺🇸 United States
On-site
1 month ago
$28 / hour
- Incident Management
- ServiceNow
- Active Directory
- Windows
1 month ago
Location: Tucson, AZ 85706
Job Type: Contract
Duration: 6 Months
100% Onsite role
- 5 day work week; Full Time 40 hours a week
- This group will provide 7 days of support each week (5am-9pm PT)
- Weekend shifts required from December- April (Tax Peak).
- Flexibility required during Tax Season peaks
Overview:
- The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees.
- The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employees issues/requests, which may range from straightforward to more complicated technical issues.
- There is also a range of administration duties within this role.
- Excellent communication and interpersonal skills combined with technical skills are essential to providing high level customer service to the employee community.
- Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat and backend collaboration via Slack.
- 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.
- Deploy/patch software using device management technologies (Client and Ivanti)
- Communicate call and chat trends and emerging issues
- 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 the 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 within expected turnaround time.
- Prior 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
- Experience with using and troubleshooting 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 Interpersonal
Skills:
- Self-starter
- Passionate about providing excellent customer service and follow-thru to completion
- Good problem solving, diagnosis and troubleshooting skills
- Ability to identify Root Cause
- Able to identify gaps in documentation and made request for updates
- Ability to communicate technical issues in non-technical terms
- Ability to work independently and within a team
- Ability to work cross-functionally
Live Expert Service Desk Analyst · eTeam Inc.