Service Desk Analyst (EL2) job Columbus Ohio
Service Desk Analyst (EL2) job Columbus Ohio
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Service Desk Analyst (EL2) Job



Employer Name: SpiderID: 8532853
Location: Columbus, Ohio Date Posted: 4/2/2019
Wage: Up to $0.00 per year Category: Aviation
Job Code: 52038

Job Description:


Service Desk Analyst. We have a contract need in Columbus, Ohio (potential for conversion to FTE) for a Service Desk Analyst who provides tiers one/two/three support for client team members to include: application, PC, laptop, peripherals, cellular phones, iPad and other telecommunications devices/supplies for all company subsidiaries. Under direct supervision, is responsible for troubleshooting application or device problems; determine if solution is known and publish resolutions or workarounds in ServiceNow Incident, Problem or Knowledge Management.

Essential Functions:



  • Provides superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems.

  • Escalate reports of chronic or unresolved problems to the appropriate team lead or manager.

  • Provides timely updates to internal teams as well as business/stakeholder communications on issues reported.

  • Responsible for maintaining a knowledge-based system of common reported problems and resolutions and may be requested to perform ancillary tasks such as: attendance to meetings, RFC notification emails, contributing to Knowledge Management, etc.

  • 75%

    • Answers inbound phone calls and emails during an assigned shift in a 7x24x365 global Help Desk.

    • Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions in a courteous, professional, thorough and concise manner.

    • Demonstrates a commitment to providing superior customer service.

    • Adherence to time and metric's tracking is required.

    • Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and Shared IT.



  • 10%: Follows up on open tickets and confirms successful resolution with the client.

  • 5%: Creates and maintains user accounts and access privileges for Active Directory (Windows 2000/XP) and application systems

  • 5%: Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.  

  • 5%: Assists on Help Desk related projects and activities as assigned by management.




Requirements:



  • Minimum 2 years information technology experience supporting inbound customer requests.

  • Proficiency with Microsoft operating systems, Apple iOS, Microsoft Office, and Microsoft desktop applications.

  • Proficiency with Active Directory, Blackberry Enterprise (BES), Mobile Device Manager (MDM) and Microsoft Outlook/Exchange administration.

  • Minimum 2 years' experience in a fast-paced help desk or customer service environment required.

  • In depth familiarity with various telecommunications devices and technology.

  • Excellent listening, questioning, and customer service skills.

  • Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.

  • Ability to maintain composure, tact and effectiveness under stressful conditions.

  • Ability to organize information, efficiently manage time and balance multiple priorities.

  • Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.




To view all our open positions, please go to: http://www.jobs.net/jobs/fastswitch/en-us/all-jobs/



Job Criteria:
Start Date: ASAP
Position Type: Contractor
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:


Contact Information:
Contact Name: Fast Switch LTD Company Type:
Company: Fast Switch LTD
City:
State:
Zip:

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