Client is looking for a proven Service Desk Analyst to work in our Service Desk Team. This Team is responsible for providing first level support to employees/contractors, assisting them with hardware, software, and network connectivity problems via phone, email, chat and self-service portal with a focus on resolving issues at first point of contact. Technical support covers a broad scope of technologies and can include but is not limited to such things as password resets, Microsoft Windows issues or questions, assistance with email (Outlook), business application access management or assistance with Microsoft Office. This position requires that the individual utilize analytical skills to perform tasks associated with processes such as trouble shooting incidents, fulfilling requests, and coaching the end-user on the use of software. Documentation of tasks completed, as well as knowledge captured, is a vital component of the position. The Resource will be responsible for following the life cycle of all end-user tickets to ensure resolution/service is provided, and client satisfaction has been achieved. This position requires that the individual be a pro-active & independent self-starter with the ability to balance, prioritize and organize multiple tasks.
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