What are the responsibilities and job description for the Service Desk Analyst position at Crescens Inc.?
Job Title : Service Desk Analyst
Location : Atlanta, GA
Duration : 6 months
Type : Contract
Summary :
The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.
Scope of Work / Key Responsibilities :
Monitor telephone system and take calls from Client users
Log all reported incidents, Fulf illment 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 follow-up 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.
Perform proactive support activities including but not limited to :
Ensuring that antivirus software installed on all machines and scans are completed routinely. o o
Update user and asset information in database (as necessary)
Provide support for Client IT projects (as needed)
Follow established processes and procedures.
Report to IT any suggestions that will improve process or make support easier or more efficient Maintain exceptional customer service posture at ALL TIMES
Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
Record and submit checklists or other documentation as required
Skills and Qualifications :
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
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