Service Desk Analyst
Posted on :
26-07-2024
Employer Active
1 Vacancy
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Jobs by Experience
4-5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
26-07-2024
Job Description
Title: Service Desk Analyst
Duration: 12 Months
Location: Atlanta Georgia
Note: This is an Onsite Role.
Job Description:
- Monitor telephone system and take calls from APS users
- Log all reported incidents Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA s
- Escalate incidents to level 2 or level 3 support according to established processes and procedures
- Track and followup on incidents escalated to technical teams to ensure issues are resolved promptly and closed
- Remotely connect to user computers and assist with resolving issues as necessary.
- Provide support for APS IT projects (as needed)
- Follow established processes and procedures.
- Report to IT any suggestions that will improve the process or make support easier or more efficient
- Maintain exceptional customer service posture always
- Document work performed (and steps to resolve issues) always within ticketing system for audit or knowledgebase purposes
- Record and submit checklists or other documentation as required
Required Skills:
- HDICSR certification (or similar)preferred
- Strong customer service skills
- Prior experience with service desk support is a MUST
- Prior experience working as a desk side support analyst is a plus
- A Certification is a plus
- Proficient in understanding of network wireless support
- Knowledge of best practice security standards and techniques is a plus
- Microsoft Windows certification is a plus
- ITIL experience/certification is a plus
- Must have clean criminal record with the ability to pass fingerprint background check
- Must be authorized to work in the Unites States
"If you are: bright motivated skilled a differencemaker able to get things done work with minimum direction enthusiastic a thinker able to juggle and multitask communicate effectively and lead then we would like to hear from you. We need exceptionally capable people for this role for our client so get back to us and tell us why you think you are a fit."
About Us:
TriForce is one of the fastest growing companies in Philadelphia region by receiving the award 5 times and 3 times(Ranked #) on Inc. 5000 fastest growing companies in the USA. TriForce Consulting Services Inc. is an established consulting services firm offering innovative solutions to Government and Commercial sectors. We specialize in building customized software applications solutions such as knowledge management systems business intelligence data analysis database support and maintenance data warehouse implementation and support systems architecture and systems integration for our clients. Our technical competencies are in Java.NET SharePoint PHP Business Intelligence (Cog nos Data Warehouse) mobile applications platforms (iPhone iPad Android Blackberry) and various other technologies. We also specialize in providing resources to manage infrastructure projects. TriForce is one of the fastest growing companies in the Philadelphia region by receiving the award 6 times and 4 times on Inc. 5000 fastest growing companies in the USA.
HDICSR certification (or similar)preferred Strong customer service skills Prior experience with service desk support is a MUST Prior experience working as a desk side support analyst is a plus A+ Certification is a plus Proficient in understanding of network, wireless support Knowledge of best practice security standards and techniques is a plus Microsoft Windows certification is a plus ITIL experience/certification is a plus Must have clean criminal record with the ability to pass finger-print background check Must be authorized to work in the Unites States
Employment Type
Full Time
Key Skills
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