Description
Service Desk Analyst II
HIGHLIGHTS
Location: Dallas, TX
Position Type: 3 Month Contract to Hire
Hourly/Salary: BOE
Residency Status: US Citizens and US Permanent Residents only, as sponsorship is not being offered at this time.
JOB SUMMARY
GTN Technical Staffing is currently seeking a Service Desk Analyst II for a contract to hire opportunity in Dallas, TX. The Service Desk Analyst II provides support for basic incident resolution and requests reported to the IT Service Desk. The Service Desk Analyst will provide initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of approved software products and computer equipment. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed.
- Provides telephone, email, and remote support for internal company technology users.
- Address and resolve basic incidents and requests; logs all incidents and requests in ServiceNow, engages service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Creates a positive customer support experience, ensuring timely resolution or escalation, handling customers with a professional attitude.
- Provides a single point of contact for employees requesting technology assistance.
- Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Documents resolutions and updates the customer facing and IT staff knowledge bases.
- Grows general knowledge of current corporate and division products increasing ability to resolve requests on first contact.
TECHNICAL REQUIREMENTS
2+ years of experience in the following skill sets
- Ability to learn customer support processes and techniques.
- Strong analytical skills/Problem solving skills
- Competency with Microsoft Office Suite.
- Competency with Microsoft Windows 7/8/10
- Ability to communicate with all levels of management and company personnel.
- 2+ years of Service Desk experience in a large user environment.
- General knowledge of network/LAN, file and print servers, printers.
PREFERRED (but not required)
- Ability to multi-task while engaging customers.
- Experience with Service Now ITSM tool.
- Clear and distinct telephone speaking voice.
- Good verbal and writing skills.
- Experience with Knowledge Centered Support (KCS)
- A+/Network+ Certification.
- Microsoft Certifications.