Service Desk Analyst

Company: TEKsystems, Inc ( Learn More )

General Information
US-VA-Radford
N/A
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job Description

DOD Secret Clearance Minimum

Requires Skills:

1.) 1+ yrs MS office troubleshooting (password reset, AD adjustments, hands on setting up desktop/laptop, triage)

2.) 3+ yrs proven customer service in a technical phone role,

3.) Strong organization and documentation skills (creating tickets in Remedy & tracking and monitoring those tickets)

Job Descriptions:

Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software. Incumbent will be expected to earn ITIL v3 Foundations Certification within 60-90 days of hire date.

RESPONSIBILITIES: As part of the Enterprise Services Division, Customer Support Center, incumbent will be responsible for:

  • Incident registration, routing service requests to support groups when incidents are not closed, Initial support and analyze for correct classification, ownership, monitoring, tracking and communication, resolution and recovery of incidents not assigned to second tier support, closure of incidents, monitoring the status and progress towards resolution of assigned incidents, keeping service desk informed about incident progress.
  • Fielding user communication, creating and documenting tickets, troubleshooting, and escalation. This includes initial support and analysis for correct classification, ticket ownership, monitoring, tracking and communication, resolution and recovery of incidents not assigned to second tier support, closure of incidents, monitoring the status and progress towards resolution of assigned incidents, and communication to relevant parties on incident progress.



  • About TEKsystems:

    Join TEKsystems®, a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.

    The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.
    Job Requirements