Elastify is looking for an L1 IT Service Desk Analyst for a 6 month contract onsite with a client in Houston. Please apply for more details.

The Tier 1 Analyst will be responsible for responding to and ensuring the timely resolution

of any incoming emails, phone calls, and chat with the Service Desk. The duties and

responsibilities of this position include, but are not limited to the following:

Utilizing a call tracking system for:

oAccurately capturing client requests, incidents, questions, and problems

oUpdating/Validation of software/hardware via our CMDB

oProcessing/resolving client requests, and incidents in a timely fashion.

oTicket assignment

oScheduling daily workloads

oLogging work performed

oMonitoring ticket progression

oCommunication between the client and IT

User Provisioning

oCreating all access/hardware/software requests coming into the Service Desk

and seeking clarification when needed

oCreation of all standard Precision accounts

Providing high levels of customer satisfaction by:

oTaking ownership of incoming requests via emails, phone calls, and chat

oIdentifying user’s issues and setting client urgency

oAbility to troubleshoot and resolve basic to intermediate hardware and

software issues

oDeploying and configuring software where appropriate

oSetting appropriate expectations

oManaging proper escalation

oEnsuring call resolution

Required understanding of:

oUser provisioning (employee onboarding/off-boarding process, procedures, and access

requests)

oAccess and account management practices

oHardware procurement

oMicrosoft Office products

oNetwork connectivity

oSAP

oVPN/RSA

oCall tracking systems

oSoftware/Hardware deployment tools

oRemote connectivity tools

oIncident Management and Request Fulfillment process