What are the responsibilities and job description for the Service Desk Analyst position at INSPYR Solutions?
Title: Service Desk Analyst
Location: (Daily work will be remote BUT applicant must be located within driving distance of Dallas, TX or East Rutherford, NJ to be able to go on-site as needed)
Duration: (Ongoing Contract)
Rate: $3.500-$4,0000/month
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Location: (Daily work will be remote BUT applicant must be located within driving distance of Dallas, TX or East Rutherford, NJ to be able to go on-site as needed)
Duration: (Ongoing Contract)
Rate: $3.500-$4,0000/month
- This is for a night position working 8:00 pm ET to 8:00 am ET.
- US Citizenship is Required - Ability to pass enhanced background screen (criminal, financial, drug) for Public Trust clearance.
- Level 1 support.
- Email handling. Ensure timely review and action of email in the Service desk mailboxes.
- Familiarity with outlook and the ability to organize and process a large volume of email.
- Phone call handling.
- Phone login and logout compliance when on shift.
- Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.
- Ensure when shift over, logged out of phone.
- Demonstrate professional conversation during customer calls.
- Operation Bridge Manager (OBM) monitoring .
- Adhere to documented instructions within the alert.
- Create incident ticket and assign to the appropriate group.
- Escalation for alert handling and high priority incidents.
- Utilize Everbridge for handling escalation procedures.
- Invoke the appropriate Everbridge template for escalation.
- Ensure escalation actions are documented in incident tickets.
- Incident ticket (create, update) & manage lifecycle of incident prioritization.
- Data integrity of incident record (categorization tab, resolution details, assignment, etc.)
- Proactive contacts for incidents about to breach Service Level Agreements (SLA).
- Incident restoral and closure.
- Quality review of all incidents.
- Create and distribute required daily reports.
- Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.
- If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.
- Remote work - Utilized all the documented procedures when working from home.
- Avaya soft phone procedures.
- Establishing bridge line/Microsoft TEAMS.
- Transferring calls to bridge lines.
- OBM monitoring.
- Elevated system access request handling.
- Password resets/unlock account - Ensure a service Request ticket is initiated for all of these requests.
- Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ).
- Vendor/Law enforcement unit (LEU) escorts.
- Tape management/backup responsibilities.
- Shipping/receiving.
- Data center walk through.
- Safe Access.
- Assist facilities with hardware removal and installation as needed.
- At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.
- Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal.
- ITIL Foundation Certification preferrable, but not required.
- Comprehensive medical benefits
- Competitive pay, 401(k)
- Retirement plan
- …and much more!
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Salary : $3,500 - $40,000
