Junior Service Desk Analyst

Responsibilities

Kforce has a client that is seeking a Junior Service Desk Analyst in Houston, TX. In this role, you will serve as the first contact point within the Service Desk offering level 0 and level 1 support to associates and internal customers via phone calls, live chat support and manage non-critical single user escalation requests. Responsibilities:

• Addresses and resolves reported non-major incidents and requests; Logs all incidents and requests in ServiceNow; Reassigns tickets to other support groups where First Call Resolution is not possible
• Creates a positive customer support experience and builds strong relationships through clear problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude
• Analyzes and resolves incidents and requests regarding use of application software or hardware
• Responsible for case ownership through the engagement of other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
• Works shift patterns as assigned to support associates and internal customers 24x7x365
• Documents all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable
• Meets and exceeds all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards
• Continuous growth in general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve incidents and requests on first contact
• Create or update knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk
• Available for after hours and on-call support as needed to maintain business continuity
• Successfully completes required Corporate and Service Desk training objectives
  
  

Requirements

• Minimum of 1 year of experience in Service Desk or similar environment
• Experience with ServiceNow ITSM usage and workflows
• Requires basic working knowledge of all hardware/software concepts, including all supported Microsoft and network management tools
• Exceptional customer support and interpersonal skills
• Excellent written and verbal communication (with a focus on listening); Superior telephone etiquette
• Bilingual - English and French/Spanish/Swedish a plus
• Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions
• Professionalism and inclusiveness within a team environment while working with all levels
• Able to multi-task and open to assigned flexible hours and on-call rotation
• Aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution
• Ability to communicate resolutions using business terminology
• Ability to perform basic troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed
• Can work remotely or within an office environment and maintain productivity without supervision
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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